Brandon Tidd

Hi Ryan McGrew, Shawna James -

Looking forward to hopefully running into you at Zendesk Relate!  Meantime, I had a question that I know you can shed clarity on.  When it comes to customers on an annual billing plan, do either plan-allowance automated resolutions or pre-purchased automated resolution packs carry over month-to-month within the annual subscription package?  We have some seasonal use cases that anticipate a surge of holiday-related Q4 ARs, and I'm wondering if it's better to over-index the slower months for budgeting purposes, or if those customers should anticipate buying a large volume of ARs as a one-off during those time periods.

Along simlar lines, as I understand the documentation currently - customers who were using the  Legacy Bot Builder prior to February of 2025 will continue to have access to it for a currently unspecified amount of time without needing to upgrade to the AI Agents - Advanced experience.  However, once those contracts renew after March 25th, 2025, they will begin to incur usage deductions for Automated Resolutions and, if they choose not to allow for overages, their Bot Builder flows & answers will pause and revert to a ‘transfer to human’ flow-step until the ARs are replenished.  Have I got that right?

Brandon

Hey Justin Longoria -

In this case, the caller is entering ‘virtual queue,’ so they are not considered abandoned.  If the callback request expires, it will be tagged as such on a ticket, which is considered separate from queue abandonment.

Hope this helps!

Brandon

Hi There Walter Bellante -

We noticed that Time Filters are not sharing across tabs at this point in our testing (ie, we have a Time Filter on each tab, on tab 1 we select “last 7 days” - previously this would update time filters on every tab unless “do not share across tabs” was checked.  Can we expect this functionality to roll into the new dashboard experience at some point?  I realize that filtered views anchored to different time periods is possible today, but for our use case we'd like to have the user select a range and have that cascade through the report).  Thanks!

Brandon

Hey Soleil Tacher Unfortunately, this is not possible - nor do I know of any end-users that are willing to wait on hold for longer than 60 minutes.  The best practice here would be for a voicemail to be offered.  The only other option (not recommended) would be to overflow to a secondary Talk number, which would ‘reset’ the hold time.  That being said, I would encourage you to look at finding ways to perhaps use Zendesk's AI and self-service tooling to reduce the volume of inbound calls, which might alleviate your need to increase the queue wait time.  Hope this helps!

Hey Kévin Arnoult -

Sorry to hear you're having difficulty.  You could potentially sniff for that note with a Trigger that adds a tag.  There might also be an option to consolidate some of your automations.

I'm also sending this over to Amer at Qvasa to see if this is something they might be able to extract.  Hope this helps!

Brandon

Hey Rich Talbot - nice to see you here!  This is not expected behavior as far as I know.  I would recommend having Zendesk Advocacy look at the ticket(s) in question to figure out what happened.  Yvonne P. the automated_resolution tag should also strip, so you might want to have Advocacy look at that as well.  Hope this helps!

Hey LD SB - 

Thanks for reaching out!  I can see that you are using dynamic content as placeholders inside of your dropdown.  This would require you to first define the dynamic content in the admin center (under the aptly named Dynamic Content section) before adding it to your dropdown field.  Once this is completed, there may be a slight delay (~15 mins) before the value is visible in the help center to end-users, but it should be available to agents internally with a simple refresh of your browser.  More info is available here: https://support.zendesk.com/hc/en-us/community/posts/6595856382618-Dynamic-content-in-custom-fields

Hope this helps!

Brandon

Hey Judith Ilagan -

There is a limit, but it's wayyyy more than 4.  This sounds like more of an issue with the design of your help center, or maybe something with your field & form configuration.  I'd recommend opening a trouble ticket with Zendesk so that they can investigate further.  If they can't figure it out - I'd welcome the chance to drop into your instance and help.  You can find me at 729Solutions.com.  That said, it defintely sounds like a configuration error that Zendesk should be able to help you sort out.  

Cheers,

Brandon Tidd

Hey Jahn 

That makes sense.  Unfortunately, as a system Zendesk isn't going to fully understand the difference between human vs voicemail responders.  That being said, you've got some options.

1) Agent Categorization.  Leveraging a checkbox or dropdown to differentiate which tickets fell into one category would be the most straight-forward approach, but would require the agents to answer (and answer truthfully).

2) Evaluate Time On Call.  Examining the length of calls may give you a leading indicator as voicemail calls will generally be a bit shorter than human calls, depending on the nature of the content being discussed.

3)  Leverage AI.  With Advanced AI, Zendesk will transcribe live calls.  You could sniff for keywords in the transcriptions such as “Your call has been forwarded to an automatic voicemail system.”

Of all these, I would recommend the first option.  Best of luck!

Brandon

Hey Jahn 👋 

Voicemail would refer to an inbound voicemail left for an agent by an end-user.

Outbound calls are considered connected regardless of whether they connect to a human or a voicemail.

Hope this helps! 

Brandon