Arno (EMEA Partner)
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Recent activity by Arno (EMEA Partner)-
We have similar situation with tight SLAs with specific customer(s), and we really need to views to auto refresh. Agents are following multiple windows for udpates and these are all autoupdating ex...
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Questions about configuration and how callbacks work - based on testing: callback is only offered when there are free positions in queue AND atleast one agent is with "away" status (online is not r...
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Any update on this? These notifications as well as out of office replies can be seen as essential infomation for customer services teams. Any plans in the near future on Zendesk side for this?
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User segments are not discussed in this article, and does someone know or even has experience about this: if customer user is authenticated with SSO, does widget then automatically limit/allow the ...
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"That is intended if somewhat hindering. It would be nice to have an option to include some parts of the ticket." Isn't this already possible today? I mean, you can select what comments you wish to...
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It would certainly make sense to be able to transfer a chat to secondary department, even if customer has requested a chat, but has not been served in defined time frame. This should be changed so,...
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It could help also the agent responding to a call, if the agent could see this information on the incoming call information, or on the ticket created when call is opened. In many cases this might b...
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This would be most helpful. Our agents are constantly on the move, and answer via mobile phone. They are not able to answer all calls, and calling back to those customers should be possible via Ze...
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Does anyone have a workaround for light agents (other than advising them not to log in in internal IT Help Center)?
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I would also like to see this implemented. For us and for our customers who we consult about Zendesk, the possibility to use Help Center form would be welcome. Light agents participate in end custo...