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Zendesk Team Illation

Joined Jun 07, 2022

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Last activity Jan 22, 2024

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ACTIVITY OVERVIEW

Latest activity by Zendesk Team Illation

Zendesk Team Illation commented,

CommentBuilding reports

Hi Zendesk Community,

I have a customer whose process involves the following:

  1. Ticket is created (email - omnichannel routing is enabled) and gets assigned to the first available agent with capacity. 
  2. Agent responds to customer and updates status of the ticket.
  3. Status update removes the assignee and puts the ticket back into the queue
  4. When the customer responds, the ticket reopens and the next agent is automatically assigned to the ticket
  5. This continues to happen until ticket is finally resolved.

 

The customer wants to be able to measure the time between assignment and when the agent opens the ticket (for each individual assign on a ticket).

They also want to be able to measure how long each assignee is active on that ticket, i.e., from timestamp when the agent opens the ticket to when the status is updated to Pending/On hold/ Solved.

This obviously needs both custom attributes and metrics. However, I am struggling to create an attribute that captures an Assignee Name at a point in time of the ticket journey. The only value available in Explore is the current assignee. 

The custom metric would need to be the difference between two timestamps, but given their process, the status flip flops between Open and predominantly Solved and the challenge is being able to associate that timestamp with the specific Assignee at the time.

Any ideas would be gratefully received.

 

View comment · Posted Jan 22, 2024 · Zendesk Team Illation

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Zendesk Team Illation commented,

Community comment Feedback - Chat and Messaging (Chat)

Hi, 

+1 

We would like the option to either copy and paste in a different instance or export and import the bot. We test a lot of the BOTS in Sandbox and need to update the changes in the main instance.

View comment · Posted Sep 21, 2023 · Zendesk Team Illation

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Zendesk Team Illation commented,

CommentGlobal security and user access

Hi there, does anyone know how we could restrict light agents from accessing certain attachments (such as quotations, PO's) while still being able to upload and work with photographs, for instance?

View comment · Posted Jun 18, 2023 · Zendesk Team Illation

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Zendesk Team Illation commented,

Community comment Feedback - Ticketing system (Support)

Adding my vote to this

View comment · Posted Jun 02, 2023 · Zendesk Team Illation

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Zendesk Team Illation created a post,

Post Feedback - Apps and integrations (Platform)

We would like Zendesk to Implement Auto refresh App instead of using third party. This would really assist our Customers

Posted Jun 02, 2023 · Zendesk Team Illation

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Zendesk Team Illation commented,

Community comment Feedback - Ticketing system (Support)

Have a scenario. When the Agent accept incoming WhatsApp message, we want it to send an auto response to the end-user or customer on who will be assisting them which is assignee name. for example : "Good day Requester Name, my name is  Assignee Name and will be assisting you today". But on WhatsApp. Yes on email, SMS this feature is there because we do have email action, text user action but we do not have WhatsApp action where we can use these trigger. Please look into it this specifically for WhatsApp incoming messages triggers  

View comment · Posted Apr 11, 2023 · Zendesk Team Illation

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Zendesk Team Illation commented,

Community comment Feedback - Ticketing system (Support)

Hi Toby,

We have a customer that would be extremely interested in this functionality, exactly as you have detailed it in your response above. Do you think it likely and if so, what would be the possible time frame?

Regards

Jean Arnall

Illation

View comment · Posted Mar 01, 2023 · Zendesk Team Illation

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Zendesk Team Illation commented,

Community comment Feedback - Reporting and analytics (Explore)

The live data filters are almost useless currently for the following reasons:

  1. There is no ability to multi-select / exclude (like the filters in Explore) - as we have multiple groups that form part of, say, Customer Service who are managed by the same person
  2. We need filters for more than just group - we have teams (assignee tags)
  3. Filters should be editable like in Explore
  4. Live data is essentially to be used on wallboard displays and the current structures make this extremely limited

View comment · Posted Oct 19, 2022 · Zendesk Team Illation

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Zendesk Team Illation commented,

Community comment Feedback - Voice (Talk)

These metrics are needed for all channels, not just chat and talk. With omnichannel routing and the custom agent statuses, this should have been part of that release. Come on, Zendesk, your development times are really slow!

View comment · Posted Oct 19, 2022 · Zendesk Team Illation

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Zendesk Team Illation commented,

Community comment Feedback - Reporting and analytics (Explore)

The ability to drill into the agent activity from the Messaging dashboard or Live Data dashboard is all very well but how does this work in a real contact centre where they use wallboards? They want to see the various widgets as well as the agent status, number of message conversations being handled, etc. Not all contact centre staff can sit watching a dashboard on a screen - they also manage their team by walking around and this requires visibility of both the queues and the agent activity. Using Explore Messaging dataset is not real time so only useful for historical reporting.

Also where is the data for the agent status for the new omnichannel routing/agent status feature? The article says the data is available for reporting, but not in any dataset that I have been able to find.

 

View comment · Posted Oct 19, 2022 · Zendesk Team Illation

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