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Dylan Saunders

Joined Apr 15, 2021

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Last activity Nov 12, 2024

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ACTIVITY OVERVIEW

Latest activity by Dylan Saunders

Dylan Saunders commented,

Community comment Feedback - Ticketing system (Support)

This would be an excellent feature for our organization. We get employees accidentally sending a pre-populated reminder note (which is supposed to be deleted before submitting a change or reply on a ticket) quite frequently. This would allow us to match that string to eliminate human error of sending what's supposed to be an internal note

View comment · Posted Nov 12, 2024 · Dylan Saunders

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Dylan Saunders commented,

Community comment Feedback - Voice (Talk)

Neil Weldon Are there big technical limitations to overcome with implementing this functionality? As noted by several people here, the inability of Zendesk Talk to reroute a missed call to an agent can result in a horrible customer experience where customers wait for an hour or longer to get connected, even when there's an agent available.

This wouldn't be as much of an issue if Zendesk Talk exposed the phone queue more fully, so that we would be able to see the phone numbers of queued calls and which line it's dialing into. If that were visible, then we could have that available tech attempt to call out to the customer at the phone number from which they're calling in.

I strongly urge your team to reconsider including this in your roadmap, as this is a massive pain point for several of your customers.

This isn't the first time this has been requested:

https://support.zendesk.com/hc/en-us/community/posts/4409222620314-ReRoute-Missed-Calls

https://support.zendesk.com/hc/en-us/community/posts/4487497392666-Fix-routing-of-calls-for-agents-that-miss-or-decline

View comment · Edited Mar 29, 2022 · Dylan Saunders

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Dylan Saunders commented,

Community comment Feedback - Voice (Talk)

The fact that ZD Talk does this can be very frustrating. There have been times where we have low staffing when one of our agents misses a call, and the only other tech we have on phones is busy with another call. When this happens, there's no way to get that call to go back to the agent who initially missed the call.

I've even had people log out, disable Talk for them, have them log back in, reenable Talk for them, and then have them try to pick up the call. But it still doesn't try to feed to them because they had previously missed the call.

Calls need to be able to route back to agents that missed the call.

View comment · Posted Apr 14, 2021 · Dylan Saunders

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Dylan Saunders commented,

Community comment Feedback - Voice (Talk)

We used to use inContact before switching to ZD Talk, and it has this functionality — it's incredibly beneficial.

View comment · Posted Apr 14, 2021 · Dylan Saunders

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Dylan Saunders created a post,

Post Feedback - Voice (Talk)

Currently, when looking at the Talk dashboard, you can only see how many calls are in queue, the average wait time, and the longest wait time. This is a massive blindspot in a support organization, depending on how their support is structured.

I'd like the ability to see the details on every call in queue, as in how long each call is queued, and which department/group/queue each call is in.

Sometimes, an agent in our org will transfer a call to a certain department/group/queue, as we have many that are used, and we sometimes have no clue where that call wound up. If we could see that information, then we'd more easily be able to enable an agent to be able to pick that call up.

We've run into instances where we've had calls wait for over an hour, and even reaching out to Zendesk support via chat, they're unable to tell us exactly where that call is.

Posted Mar 19, 2021 · Dylan Saunders

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