Ollie

1. Community
2. Feedback - Voice (Talk)

Hi   We'd like to allow certain talk roles to be able to update call greetings (out of hours for admins), we know this is available under the Team Lead role currently however this gives access to a...

• Ollie
• Created March 31, 2023 16:03
• 2 followers
• 1 comment
• 0 votes

1. Community
2. Feedback - Voice (Talk)

Hi   When transferring a call from Group A to Group B, why does the wait time stick with Group A until Group B answer the call? This renders the live monitoring useless and also incorrectly impacts...

• Ollie
• Created December 12, 2022 09:20
• 3 followers
• 2 comments
• 1 vote

1. Community
2. Zendesk Suite Q&A

Hey   It would be great to have a feed that shows the most recently updated articles, especially for our internal users Knowledge Base. This would allow agents that have been off for a couple of da...

• Ollie
• Created October 27, 2022 08:41
• 5 followers
• 2 comments
• 1 vote

1. Community
2. Feedback - Reporting and analytics (Explore)

Availability to report on whether the agent or end-user actively ended the chat, this would be great to allow our teams to review the reason why the agent ended the chat and if we can identify any ...

• Ollie
• Created July 13, 2022 11:06
• 3 followers
• 1 comment
• 2 votes

1. Community
2. Feedback - Reporting and analytics (Explore)

Hey   Just a few things raised by my stakeholders, if any of these could be added for future or plans on what is coming in future. - Ability to exclude certain tags/fields from the Tickets Solved i...

• Ollie
• Created April 29, 2022 15:48
• 2 followers
• 0 comments
• 1 vote

1. Community
2. Feedback - Ticketing System (Support)

Hi   Due to our regulators requirements we're often sent private documents from customers for verification etc. I have used https://support.zendesk.com/hc/en-us/community/posts/4409506775450-Add-a-...

• Ollie
• Created January 12, 2022 11:45
• 2 followers
• 0 comments
• 0 votes

1. Community
2. Feedback - Reporting and analytics (Explore)

Hey   We need to be able to have Incoming phone number in Explore, the closest article I could find was https://support.zendesk.com/hc/en-us/articles/360057235414-Explore-recipe-List-of-incoming-ph...

• Ollie
• Created September 02, 2021 09:06
• 3 followers
• 0 comments
• 4 votes

1. Community
2. Zendesk Suite Q&A

Hey   I know this is possible via API but our Support teams don't have access to do this. Having the option to reorder the list of Help Centre articles by key words would be ideal for us.   As an e...

• Ollie
• Created August 27, 2021 08:22
• 3 followers
• 1 comment
• 1 vote

1. Community
2. Feedback - Voice (Talk)

Hi We don't use an IVR and rather have lines that call through to our groups. Due to this is means for example with our Spanish teams we have about 10 different phone numbers. When outbound calling...

• Ollie
• Created June 29, 2021 13:27
• 4 followers
• 3 comments
• 3 votes

1. Community
2. Feedback - Ticketing System (Support)

Hi   I couldn't find another post on this. We've recently switched to Agent Workspace, after speaking to one of the team I understand Chat still uses the Display Name set in the Chat Product, howev...

• Ollie
• Created April 27, 2021 17:05
• 5 followers
• 2 comments
• 4 votes