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Ben

Joined May 16, 2021

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Last activity May 01, 2024

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ACTIVITY OVERVIEW

Latest activity by Ben

Ben commented,

CommentCall routing, greetings, IVR, and recordings

If you uploaded or recorded custom greetings or IVR messages, they are easy to tell apart from the standard ones, but they don't have a URL you can copy and paste.

 

Standard recordings start like this:

In Firefox, these work as described above.

 

Custom recordings start like this

View comment · Posted May 01, 2024 · Ben

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Ben commented,

CommentCall routing, greetings, IVR, and recordings

I had the same problem, that the browser would try (and fail) to save the .mp3 as a .txt, and no way to get it to save as an .mp3.

 

It happened when using Edge. When I followed the steps from the article in Firefox, I could download the .mp3 without a problem. 

View comment · Posted May 01, 2024 · Ben

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Ben commented,

CommentZendesk messaging

I have a question about the trigger to close the ticket. 

What is the reason to first assign a tag and then have the trigger fire when the ticket is tagged?

My current solution is a trigger that fires on Messaging and WhatsApp tickets when the ticket status is set to "Solved". It then sets the status to "Closed". So far it seems to work just fine, but would there be any reason to not do it like this?

View comment · Posted May 17, 2023 · Ben

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Ben commented,

Community comment Feedback - Chat and Messaging (Chat)

Zendesk, is there any update on this? 

View comment · Posted May 12, 2023 · Ben

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Ben commented,

Community comment Feedback - Voice (Talk)

@... I am grateful to have an answer on this matter, yet also I have to chime in with Daniel and Kevin: this is an obvious privacy concern (I'm surprised it has been allowed to exist this long and not get flagged sooner) and I find Zendesk's handling of this matter lacking. 

I looked into using custom roles to limit ticket access, and it appears to require an Enterprise subscription, which we do not have and should not need to ensure basic privacy for our agents and clients. 

View comment · Edited Oct 06, 2022 · Ben

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Ben commented,

Community comment Feedback - Voice (Talk)

Appreciate the update, @..., even though it's still far from what we were hoping for. Is simultaneous/hunt group routing at least still "in the backlog for future consideration"?

View comment · Posted Mar 23, 2022 · Ben

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Ben commented,

Community comment Feedback - Voice (Talk)

Definitely needed!  It's a privacy concern for agents and clients, and this all or nothing approach is very strange.

As admin/manager we need the ability to listen back for monitoring and training purposes. Also it is good for agents to be able to revisit their own recordings.

But for agents it is weird and uncomfortable that any random colleague can listen to their conversations at any time and any place.

Also, these conversations usually cover some deeply personal topics for our clients.

As far as we know, no agents actually listen to other agents' conversations, but there is no way to be sure. This should not have to depend on trust and assumptions.

View comment · Edited Jan 31, 2022 · Ben

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Ben commented,

Community comment Feedback - Apps and integrations (Platform)

It's been almost 9 months. Any update?

View comment · Posted Nov 26, 2021 · Ben

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Ben commented,

Community comment Feedback - Voice (Talk)

Hi Rohan,

Thank you for your reply.

The automatic log-off on inactivity or missed calls could be an improvement, depending on what it will work like once it's become available.

The weird thing is that what your development team is working on apparently requires missed calls to work, when missed calls is precisely what we want to avoid. That is not exactly a solution. 

What you propose for the meantime also does not work. We need the overflow for when our agents are occupied, also outside of office hours. To prevent missed calls the overflow must remain an actual overflow, not the first and final stop on the line.

I'm sorry to say we can't keep working with this frustratingly rudimentary call solution messing up our SLA until "probably sometime next year", which could just as well turn out to be 14 months from now, while you guys work on something that doesn't even really solve anything for us.

Thankfully there are call solutions from other parties that integrate with Zendesk, so we might find a proper solution that way.

Kind regards,

Ben

View comment · Posted Oct 28, 2021 · Ben

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Ben created a post,

Post Feedback - Voice (Talk)

We offer 24/7 service, and have two teams: one during office hours, and one outside office hours (nights and weekends).

Outside office hours we have one or two agents that answer our 24/7 help lines from home. There is no admin during these shifts. These agents go about their daily/nightly business, as call volume during these times is very low.

Sometimes a day team member forgets to log off properly, and remains online for the night or a whole weekend. Because we have no admin to keep an eye on things outside office hours, and call volume is quite low, this could go by unnoticed. It adds waiting time for our clients and ruins our SLA.

Of course an admin can check in during their own time, but that is not something we like to ask of them. More importantly, it should not have to be necessary in the first place.

One solution would be if Zendesk could implement Hunt Group routing for calls (meaning a call gets routed to all available agents simultaneously, so clients don't have to wait on agents that are not working), but there is already a years old topic on this and it seems Zendesk doesn't want to implement it.

So another solution would be a way to route calls to groups or departments based on schedule/time of day.

Chat does offer department-based scheduling, which works quite well for us. We can route chats to our day group during office hours, and to our night/weekend group outside office hours.

It would be great to have a similar option in Talk as well.

Posted Sep 24, 2021 · Ben

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