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Lee Burkhill

Joined Apr 15, 2021

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Last activity Jan 04, 2023

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ACTIVITY OVERVIEW

Latest activity by Lee Burkhill

Lee Burkhill commented,

Community comment Feedback - Ticketing system (Support)

This day and age, it should be a simple setting to implement (hiding sections on the agent workspace).

 

Mental health for our colleagues is a big part of our workplace wellbeing program, and not being able to hide the Good/Bad satisfaction section has shown to have a negative impact on their mental health.

Is this not an easy fix for the masses?

View comment · Posted Aug 26, 2022 · Lee Burkhill

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Lee Burkhill commented,

CommentBuilding reports

+1 for needing the ability to create queries across datasets!

We are implementing Chat on a phone-only based team, so I want to be able to track the number of inbound calls and number of chats served for that specific group as one metric.

View comment · Posted May 27, 2021 · Lee Burkhill

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Lee Burkhill commented,

Community comment Feedback - Voice (Talk)

We've moved our contact centre to Zendesk Talk 100% due to the COVID-19 pandemic, and this is a serious issue for us.

For calls on some teams with only 2-3 agents, it doesn't make sense that the call just doesn't loop back to the first agent if it's missed by everyone in the group.

We've seen it many times now that a call has been missed for genuine reasons and the customer gets stuck in limbo where no one can answer it anymore.

Zendesk... disappointing. Just another issue to add to the list that probably won't get fixed. Is it time to look at an alternative like Aircall?

View comment · Posted May 11, 2020 · Lee Burkhill

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Lee Burkhill created a post,

Post Feedback - Voice (Talk)

Hey,

 

Having the ability to set a maximum queue wait time for each individual number seems like a basic requirement for a Call Centre. We've been struggling so far to find a happy medium, as some numbers have very small wait times compared to busier numbers which have much larger wait times.

 

Ideally we would want to be able to set a different wait time for each number.

 

e.g.

Number 1 = 5 minutes

Number 2 = 20 minutes

Number 3 = 2 minutes

 

Additionally, having a more granular approach to setting these times would be even better, i.e. 1 minute increments

 

lee 

Posted May 11, 2020 · Lee Burkhill

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Lee Burkhill commented,

Community comment Feedback - Voice (Talk)

This is such a basic feature which is missing. We've had to move our entire call centre into Zendesk Talk ahead of schedule, and we're struggling to track this. Each of the call centre team leaders have to manually record each agents online/away time from the Talk dashboard at the end of the day which is ridiculous.

 

Luckily we're a small call centre (around 50 agents), but I could see this being a major problem for larger ones.

Starting to think Zendesk Talk was not a good idea and we'll most likely look to go with an alternative solution.

View comment · Posted Mar 30, 2020 · Lee Burkhill

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Lee Burkhill commented,

Community comment Feedback - Voice (Talk)

+1! Shocked that this feature still hasn't been implemented. For a large call centre like ours, it's really important that agents can hear when a call comes through without having their headset glued to their head!

 

Seems like a rudimental option that all telephony software should have, right?

View comment · Posted May 20, 2019 · Lee Burkhill

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Lee Burkhill commented,

Community comment Feedback - Ticketing system (Support)

Hi Nicole,

 

Our company are currently using a service called Mimecast. We would prefer to use Mimecast as a 'middleman' via an SMTP gateway between ZD and the end-user.

This allows us to continue our journalling for compliance reasons and remove issues we've had in the past with a separate instance of Zendesk we use for another brand.

 

Is this something Zendesk would consider?

View comment · Posted Oct 05, 2018 · Lee Burkhill

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