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Christoph Kutz's Avatar

Christoph Kutz

Joined Apr 15, 2021

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Last activity Oct 27, 2021

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ACTIVITY OVERVIEW

Latest activity by Christoph Kutz

Christoph Kutz commented,

CommentUsing legacy AI agent functionality

Hi,

 

is there already a plan to increase the limit for dropdown menu values?

This is currently our showstopper and we can not continue implementing the new answer bot with that limitation.

View comment · Posted Aug 10, 2021 · Christoph Kutz

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Christoph Kutz created a post,

Post Feedback - Voice (Talk)

Hi,

 

this is a bug, that is really a pain for us.  We are serving multiple countries with Zendesk Talk in one Zendesk Instance, having around 50 numbers now.

I'm especially referring to this statement from the support ticket #6177142

 

"After researching internally and testing this further, this seems to take place exclusively in tickets where you use the quick call option, if you use the quick call option to do an outbound call the system will automatically switch to either the number used to place the first outbound call or the number where the call was initially received on.

If you want to avoid this behavior, agents will need to dial the number manually from the dialpad without using the quick call option, this could lead to a second ticket being created which you can then merge to avoid duplicated or unnecessary extra tickets."

This is a huge problem for us. We are for example often calling back French customers with a German number, without any inbound call to the German number from that customer before.  Using the dialpad for outbound calls is also not an option. We are not doing proactive calls to customers. Every outbound call is related to an already existing ticket. Using the dialpad will create a new ticket which requires the agent to merge this again afterwards....not very intuitive. 

Posted Jan 04, 2021 · Christoph Kutz

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Christoph Kutz created a post,

Post Feedback - Admin Center

Hi,

 

today we experienced that for Agents, that have not the "Administrator" role, but "Can manage Guide" activated in their role can access the Zendesk Admin Center and do changes here.

 

From a Support Request:

"Upon checking, I can see that if you have your agents access "can manage Guide", by default they will have access to the admin center as well. It is because in Admin center it has security which has settings on how you can manage your authentication that applies to your help center in Guide.

I'm afraid that we won't be able to override or separate access to these two sections (Guide and Admin center)"

 

 

Please take this as a feature request that this is a no go.  We need agents to "manage guide" but they should not be allowed to change security settings in the admin center. It would be great if we can have additional settings for Roles to segment this further.

 

Posted Apr 01, 2020 · Christoph Kutz

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Christoph Kutz commented,

Community comment Feedback - Help Center (Guide)

Hi everyone,

since we are using multiple Brands, that have overlapping content (right now, ~700 articles in 17 languages), we are really hoping, that this feature will come in future.

More and more departments will join  Zendesk and would like to use the help center with existing content.

 

View comment · Posted Sep 17, 2019 · Christoph Kutz

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