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Joshua Bentley

Joined Apr 15, 2021

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Last activity Jan 27, 2025

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ACTIVITY OVERVIEW

Latest activity by Joshua Bentley

Joshua Bentley commented,

Community comment Feedback - Reporting and analytics (Explore)

Big, massive thumbs up to this. Having to pre-load new tabs so I can open multiple reports or dashboards is annoying and unnecessary. I don't understand why this basic feature was left out. Shoot, even letting us Ctrl/Cmd click would be great if doing the right-click thing is too hard.

View comment · Posted Jan 27, 2025 · Joshua Bentley

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Joshua Bentley commented,

Community comment Feedback - Ticketing system (Support)

Dave Dyson (gmail) - love this suggestion! Unfortunately, Explore won't report on tags with zero usage. I need to see what tags haven't been used in the last year and nothing I've found from Zendesk will provide that information.

 

Anyone have any ideas?

View comment · Posted Jan 24, 2025 · Joshua Bentley

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Joshua Bentley commented,

CommentUsing AI agents for messaging

We would also like to be able to report on this via Explore. Ticket deflection has been touted as one of the benefits of the AI agent conversation bots, but we can't see enough data. The Answer Bot Explore dashboard doesn't reflect this data, I'm not finding any pre-made reports, and the existing datasets either don't have the information or I'm missing something.

View comment · Posted Jan 03, 2025 · Joshua Bentley

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Joshua Bentley commented,

CommentZendesk messaging

I do not have “Customer is active in the conversation”. Ours says “Customer is in active conversation”. We also do not have an option for “Customer is served”. 

 

Also, giving a +1 to Efrat's request for a trigger to respond after no agent reply for X amount of time.

View comment · Posted Dec 09, 2024 · Joshua Bentley

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Joshua Bentley commented,

Community comment Feedback - Voice (Talk)

Nick - our solution isn't a great one, but we basically do what you're suggesting. We have holidays hours configured in our business rules schedule then before each holiday we manually change the closed message. We have recorded messages for all of our closed holidays. Not a great workaround, I know, but it's what we have.

View comment · Posted Nov 14, 2024 · Joshua Bentley

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Joshua Bentley commented,

Community comment Feedback - Voice (Talk)

Cécile Gao 

I looked up more information on overflow and it looks like your use case is supported. If you haven't already, take a look at this Managing call overflow article. That article may also be a better place to post your question since it's a little more on-topic that this article.

 

I hope that helps!

View comment · Posted Oct 10, 2024 · Joshua Bentley

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Joshua Bentley created a post,

Post Feedback - Zendesk WFM

We use a multi-select field to track specific issues. Many of our tickets can have more than one issue or subject and I have my team use this field to apply all applicable issue types. 

 

For reporting purposes, I notice that WFM supports custom fields (YAY!), but those custom fields do not include multi-select fields. It would be of immense value to our company to be able to report on how much time agents are spending on particular issue types. It would help us determine whether a requested feature or issue needs to be prioritized.

 

Thanks!

Posted Oct 01, 2024 · Joshua Bentley

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Joshua Bentley created a post,

Post Feedback - Reporting and analytics (Explore)

I understand that you can sort Explore tables by any metric you include, but I need to be able to sort on any column present in the table.

 

I'm creating a dashboard for my leadership to pull information at a glance and they need to be able to sort on the attributes I've added to the report (like Status, Requester, and Created Dated).

 

As it stands doing a ticket search is more useful than the Explore dashboard in this use case. This is not an option for us because most of our senior company leaders don't need or want Zendesk accounts (and they shouldn't have to just to do something that should be basic functionality).

Posted Jul 22, 2024 · Joshua Bentley

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Joshua Bentley commented,

Community comment Feedback - Voice (Talk)

Hi Widson Reis - I don't believe this satisfies Chris Batt ‘s request or the original request, but I’ll let them chime in. I can  speak for my company and say that the existing Queue settings do not satisfy our use case.

 

Use case: each of my phones lines route to a different team that supports different user groups. There is no overlap between skill sets so I don't want agents on Team 1 to receive calls for Team 2. Because Team 2 is our Enterprise team with greater knowledge and training, I want those customers to be offered a callback or voicemail faster than callers routed to Team 1. Overflow is not an option. 

 

Until a feature is released that allows us to set a max hold time per line, this request would not be considered solved. Assuming queues is how Zendesk wanted to implement this, I'm imagining settings like the following:

 

Queue 1

Conditions:

  • Ticket is created
  • Channel is Talk
  • Line is: (multi select field for available lines)
  • Schedule is within X
  • In-queue time is greater than or equal to X minutes

Action:

  • Add/remove/set tags
  • Group is X
  • (one of the two following options):
    • Present callback option is true 
    • Route to voicemail

 

View comment · Posted Jul 17, 2024 · Joshua Bentley

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Joshua Bentley commented,

Community comment Q&A - Tickets and email

Monica and Hailey - here are my recommendations and encouragements:

  1. Exercise caution and test any changes you want to make on your sandbox before deploying them to production. 
  2. If you're going to make the change, wait until the end of the year. Switching to a new field will absolutely mess up your reporting and make more work.
  3. Consider whether conditional fields might solve your need better than multi-select. It didn't in our case, but it might depending on your need.

View comment · Posted Apr 24, 2024 · Joshua Bentley

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