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T.J. (ZenBros)'s Avatar

T.J. (ZenBros)

Joined Apr 16, 2021

·

Last activity Apr 26, 2023

CEO & Founder of ZenBros https://www.zendesk.com/marketplace/partners/zenbros

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ACTIVITY OVERVIEW

Latest activity by T.J. (ZenBros)

T.J. (ZenBros) commented,

CommentManaging Talk

2nd level IVR seems to not be accepting dialpad input.  It's getting a bit difficult to troubleshoot issues from the Partner level without a support path to engage on behalf of a Customer's account.  Please advise.

Repro:

  1. Press 1 to direct to 2nd level IVR
  2. Pressing any number does not trigger group routing as configured and redirects to Level 1 (Main menu) greeting.

 

View comment · Edited Apr 26, 2023 · T.J. (ZenBros)

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T.J. (ZenBros) commented,

CommentUsing content publishing flows

Jennifer Rowe this is a HIPAA/BAA requirement.  A Global setting needs to be identified as a priority for Development, if Zendesk wishes to continue marketing to Customers who require HIPAA / HDS compliance.

View comment · Posted Mar 28, 2023 · T.J. (ZenBros)

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T.J. (ZenBros) created a post,

Post Developer - Zendesk APIs
Most of the data inside of account settings is unmodifiable via API, which is the opposite of what is stated within the API reference.  Is this known?
 
Response when attempting to update settings:
 
X-Zendesk-API-WarnRemoved Params: Unpermitted parameter keys: '["settings.apps.use", "settings.apps.create_private", "settings.apps.create_public", "settings.apps", "settings.tickets.collaboration", "settings.tickets.agent_collision", "settings.tickets.maximum_personal_views_to_list", "settings.tickets.status_hold", "settings.tickets.rich_text_comments", "settings.tickets.assign_tickets_upon_solve", "settings.tickets.allow_group_reset", "settings.tickets.using_skill_based_routing", "settings.chat.enabled", "settings.chat.integrated", "settings.chat.available", "settings.chat.maximum_request_count", "settings.chat.welcome_message", "settings.chat", "settings.voice.enabled", "settings.voice.logging", "settings.voice.outbound_enabled", "settings.voice.agent_confirmation_when_forwarding", "settings.voice.agent_wrap_up_after_calls", "settings.voice.maximum_queue_size", "settings.voice.maximum_queue_wait_time", "settings.voice.only_during_business_hours", "settings.voice.recordings_public", "settings.voice.uk_mobile_forwarding", "settings.voice", "settings.twitter.shorten_url", "settings.twitter", "settings.user.time_zone_selection", "settings.user.language_selection", "settings.user.multiple_organizations", "settings.screencast.enabled_for_tickets", "settings.screencast.host", "settings.screencast.tickets_recorder_id", "settings.screencast", "settings.gooddata_advanced_analytics.enabled", "settings.gooddata_advanced_analytics", "settings.statistics.forum", "settings.statistics.search", "settings.statistics.rule_usage", "settings.statistics", "settings.active_features.on_hold_status", "settings.active_features.topic_suggestion", "settings.active_features.voice", "settings.active_features.facebook_login", "settings.active_features.google_login", "settings.active_features.twitter_login", "settings.active_features.forum_analytics", "settings.active_features.agent_forwarding", "settings.active_features.chat", "settings.active_features.chat_about_my_ticket", "settings.active_features.satisfaction_prediction", "settings.active_features.csat_reason_code", "settings.active_features.screencasts", "settings.active_features.markdown", "settings.active_features.bcc_archiving", "settings.active_features.advanced_analytics", "settings.active_features.insights", "settings.active_features.explore", "settings.active_features.explore_on_support_ent_plan", "settings.active_features.explore_on_support_pro_plan", "settings.active_features.good_data_and_explore", "settings.active_features.good_data_only", "settings.active_features.explore_forbidden", "settings.active_features.explore_not_set", "settings.active_features.sandbox", "settings.active_features.suspended_ticket_notification", "settings.active_features.twitter", "settings.active_features.facebook", "settings.active_features.dynamic_contents", "settings.active_features.light_agents", "settings.active_features.ticket_forms", "settings.active_features.user_org_fields", "settings.active_features.is_abusive", "settings.active_features.rich_content_in_emails", "settings.active_features.benchmark_opt_out", "settings.active_features.fallback_composer", "settings.ticket_form.raw_ticket_forms_instructions", "settings.rule.using_skill_based_routing", "settings.metrics.account_size", "settings.metrics", "settings.ticket_sharing_partners.support_addresses", "settings.ticket_sharing_partners"]'.

Posted Aug 17, 2021 · T.J. (ZenBros)

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T.J. (ZenBros) commented,

Community comment Feedback - Ticketing system (Support)

View comment · Posted Aug 02, 2021 · T.J. (ZenBros)

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T.J. (ZenBros) commented,

CommentManaging Talk

View comment · Posted Aug 02, 2021 · T.J. (ZenBros)

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T.J. (ZenBros) created a post,

Post Feedback - Voice (Talk)

Summary

Zendesk talk lacks the capability for custom attributes to be applied after a Requester has made an IVR route selection.

 

Current

Without the capability to apply custom attributes to inbound calls/tickets, based on Requester IVR route selection, best practices cannot be followed for common use-cases.

 

Example use-case (eCommerce / Retail)

The below use-case is one that usually identifies as an Urgent Priority request, as not executing this in the shortest time possible, will generally result in the eComm/Retail business having to ship a single order, twice.  While this can be executed by the creation of additional groups, it is not ideal.  In most cases, this is the exact same group of agents as the lesser-priority requests, such as "Where is my order?".

In short, the Group should be something like "Orders & Shipping Requests" with a custom attribute identifying which subtype/category the ticket is about, allowing logical conditions to execute.

Example - IVR Main Menu:
PRESS #1: "If you have questions about an existing order, please press 1"

Example - IVR Orders Menu (subroute #1)
PRESS #1: "If you need to make a change to your order, please press 1"
PRESS #2: "If you have questions about the location of your order, please press 2"

 

Expected (from example) - Press #1 (change order)

These calls/tickets require an urgent response, with the highest expediency in order to avoid potentially losing money on fulfilling the order (if they have to ship twice, due to the first order being shipped before the change was made).  

  • Apply tag / dropdown selection
  • Assign SLA policy
  • Assign priority
  • Assign Group

 

Current (from example)

Groups must be created, as they are currently the only support method to route inbound Calls/Tickets, assign SLA policies, set priority, select from multiple business schedules, trigger external alerts via webhook (extremely urgent, like medical), etc.

 

Highest functional impacts (without applying duct tape)

  • Triggers
  • Automations
  • SLA Policies / Prioritization
  • Business Schedules
  • Brands (rerouting from one brand, to a related brand, if desired, without needing the agent to select a separate brand upon answering the call).

 

Desired

The capability to select custom attributes, placed at the time of the Requester's IVR route selection, allowing for the following workflow optimizations and/or benefits to be implemented/configured:

  • Conditional routing / (sub)categorization that doesn't require the unnecessary creation of additional groups
  • Reduce the overall time-impact of requests made via TALK/phone channel
  • Reduce time/cost impacts
  • Enhance the Customer experience (prioritization)
  • Make it easier on agents (less manual work -- can focus on supporting the customer)

 

Risks/Negatives/Zendesk impacts

  • Development time
  • Potential bugs
  • API update will be required
  • Creation of new instructional knowledge content
  • Happier Zendesk Customers
  • Happier Customers of Zendesk Customers
  • :)
  • <3

 

Thank you for your review and consideration!

Posted Aug 02, 2021 · T.J. (ZenBros)

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T.J. (ZenBros) commented,

CommentWeb Widget (Classic) documentation

In full transparency, multi-brand chat functionality is in need of some serious love.  Not having the capability to configure brand-specific pre-chat forms is quite painful for those who have brand-specific agents.  Ducttaping triggers to assign the correct brand when a ticket is created from the Chat channel exactly fantastic either..

View comment · Posted Jul 10, 2021 · T.J. (ZenBros)

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T.J. (ZenBros) commented,

CommentSlack integration

Decided to give this a spin, disabling our custom Slack webhook triggers. If there is no identified method, please consider this a feature request:

Configuration of triggers to post to specific channels based on conditions.
Example:

 

Currently all added channels get blapped.

 

View comment · Posted Jan 30, 2021 · T.J. (ZenBros)

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T.J. (ZenBros) commented,

Community comment Feedback - Ticketing system (Support)

This alert notification needs to go away unless a user is attempting to add an agent with no license.  Its annoying and awful.

View comment · Posted Dec 30, 2020 · T.J. (ZenBros)

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