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Austin Beck

Joined Apr 15, 2021

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Last activity Oct 22, 2021

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ACTIVITY OVERVIEW

Latest activity by Austin Beck

Austin Beck commented,

Community comment Feedback - Reporting and analytics (Explore)

So....

H2 2021 has now become Q2 of 2022. I am starting to lose faith that a request from 3 years ago will actually be addressed. Fells like Zendesk just keeps kicking the bucket...

View comment · Posted Sep 09, 2021 · Austin Beck

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Austin Beck created a post,

Post Feedback - Voice (Talk)

Good afternoon,

I would like to request the ability to be active in multiple groups which are assigned different Zendesk Talk numbers but have the ability to take individuals out of a specific phone queue without removing them from the group. At times we have individuals who float between departments and removing them from the groups is a nightmare with un-assigning tickets. I have managers who need to see all company tickets but also be available in a particular Zendesk Talk phone queue. Currently he can not get into queue because he would receive calls from his department and the other department groups he has to be in to see all company tickets.

Posted Aug 24, 2021 · Austin Beck

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Austin Beck commented,

Community comment Feedback - Reporting and analytics (Explore)

Good morning,

As we are now 2 months into H2 is there any additional insight that can be provided regarding a release date for this change?

View comment · Posted Aug 13, 2021 · Austin Beck

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Austin Beck commented,

Community comment Feedback - Reporting and analytics (Explore)

This is great news!  Can you enlighten us as to when H2 is or when this functionality will be available? 2 years is a long time to wait and I am ready to leverage this data to drive our performance.

Thanks!

View comment · Posted May 19, 2021 · Austin Beck

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Austin Beck commented,

CommentBusiness rules

Good morning!

I am attempting to use triggers to to add verbiage to tickets regarding processes or regulations around certain request types.  I feel as though there was once a comment/description option for triggers but I can no longer find this option. Is there the ability to have a trigger that will allow me to input internal note verbiage on a ticket based on the request type?

Thanks!!

View comment · Posted Apr 19, 2021 · Austin Beck

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Austin Beck commented,

Community comment Feedback - Voice (Talk)

Good afternoon,

I see the request to have more insight into agents logged time for Total Time online, Time available, Away Time and a few other metrics have yet to be developed. Is this not a possible upgrade considering the cost and purpose of Zendesk talk?  The data is on the dashboard minus the away status time but is not accessible any other way and can not be exported.  If managing a larger call center it is imperative to see the time each employee is spending in what status to ensure all parties are staying engaged during their shift. 3 years is a long time to not provide a viable update regarding the status of this request. 

Thanks!

View comment · Posted Mar 25, 2021 · Austin Beck

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Austin Beck commented,

Community comment Feedback - Voice (Talk)

Good afternoon,

I attempted to use the Twilio article you provided and could not gain a clear understanding of how the outbound caller ID would be manipulated. I attempted to submit a request to Twilio but it requires a account ID which I do not have. Since our account was created with Twilio while setting up our Zendesk Talk number can you provide this in a secure manner to me?

Thank you!

View comment · Posted Sep 14, 2020 · Austin Beck

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Austin Beck commented,

Community comment Feedback - Voice (Talk)

I agree,

With the increase in the financial cost to use Zendesk Talk this should be an option.  There seems to be little action to create a better service experience for Zendesk consumers. Zendesk, feel free to contact me to discuss this further.

View comment · Posted Jun 04, 2020 · Austin Beck

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Austin Beck created a post,

Post Feedback - Voice (Talk)

Zendesk Team,

 

There appears to still not be a way to associate a caller ID with a Zendesk Talk number. This post was brought up 4 years ago and has had no traction it appears.  Is this something you are looking at integrating into your system, ever?  I submitted a request to find out how to complete this task and the best instruction I was given did not relate to my issue and was told to start a community post about it. Since this had already been done 4 years ago and there has been no update I feel this type of request continues to be overlooked.  Is there some type of restriction that prevents Zendesk from associating a caller ID to a Zendesk talk #?

 

Thank you,

 

Austin

Posted May 15, 2019 · Austin Beck

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