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Dana Martell's Avatar

Dana Martell

Joined Oct 16, 2021

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Last activity Jul 19, 2022

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ACTIVITY OVERVIEW

Latest activity by Dana Martell

Dana Martell commented,

Community comment Feedback - Voice (Talk)

+1 this feature is a must have to track the success of our phone line IVR and forecast call volume shifts as we make changes to our menu 

View comment · Posted Mar 17, 2022 · Dana Martell

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Dana Martell commented,

Community comment Feedback - Ticketing system (Support)

+1 to separate ticket access by brand

For compliance and regulatory reasons it is a necessity to be able to separate access to tickets by brand for each separate company managed in one Zendesk instance. Admins should be able to set agent access to tickets based on role for one, multiple, or all brands. 

View comment · Posted Mar 16, 2022 · Dana Martell

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Dana Martell commented,

CommentGeneral questions about live chat

+1 - This should be an admin setting for the whole account. 

View comment · Posted Sep 13, 2021 · Dana Martell

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Dana Martell created a post,

Post Feedback - Chat and Messaging (Chat)

Zendesk should present the accept button when a chat is directly transferred to an agent (like how it is when transferred to the group/department).

Agents need to "accept" the chat and be notified with a sound a new chat has been assigned. 

This is critical for our business as our agents who handle escalated issues do not spend a majority of their time in Zendesk. They have Zendesk open on another monitor and do not see the notification of a new chat. With no other notification, they are missing chats or keeping our customers waiting a long time. 

Posted Jul 15, 2021 · Dana Martell

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