Anastasia Kachanova

1. Community
2. Feedback - Ticketing System (Support)
3. CC and BCC Fields When Creating Side Conversations via Macros

+1

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• Anastasia Kachanova
• Created January 27, 2023 13:45
• 2 votes

1. Community
2. Feedback - Voice (Talk)
3. Zendesk Talk: Allow Reporting on Agent Availability

Sometimes I have doubts that we are living in 2023... How you can imagine Customer Support software pretending to be "Champions of Customer Service" without basic reporting on what your employees a...

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• Anastasia Kachanova
• Created January 23, 2023 09:12
• 4 votes

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Agent "Total Online Time" reporting.

Karen Hynes i'm sorry but your "explanations" on the situation are unprofessional and ridiculous.  You were promising us last year that this future will be implemented in Q1,Q2,Q3, Q4 Can you imagi...

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• Anastasia Kachanova
• Created January 23, 2023 08:54
• 6 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Product feedback: access to suspended tickets

Hi Alina, In our organization we use custom roles. Access to suspended tickets should be given to Shift Managers. So, in our case best option is to have another checkbox under Custom Role setup cal...

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• Anastasia Kachanova
• Created January 18, 2023 09:03
• 1 vote

1. Community
2. Feedback - Ticketing System (Support)
3. Ability to Use Phone Numbers as Conditions in Triggers/Automations

+1

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• Anastasia Kachanova
• Created December 21, 2022 10:05
• 1 vote

1. Community
2. Feedback - Voice (Talk)
3. Talk - Visibility on who ended the call

+1

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• Anastasia Kachanova
• Created December 13, 2022 15:46
• 0 votes

1. Community
2. Feedback - Voice (Talk)
3. Fix routing of calls for agents that miss or decline

Hi Charlie, As per my tests this is fixed if you use omnichannel routing.

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• Anastasia Kachanova
• Created December 09, 2022 10:14
• 0 votes

1. Community
2. Feedback - Voice (Talk)
3. Zendesk Talk: Allow Reporting on Agent Availability

@Zendesk please provide us with updates on this matter. 

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• Anastasia Kachanova
• Created December 08, 2022 07:40
• 6 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Product feedback: Creating new ticket from Caller user profile

We have this situation again and again. There should be an error message presented to our agent if they try to send an email to profile with the PN only. 

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• Anastasia Kachanova
• Created December 05, 2022 16:33
• 1 vote

1. Community
2. Feedback - Voice (Talk)
3. Need to have visibility on who hung up first

+ 1  We have agents cheating the system like this. To have visibility of WHO has ended the call is vital for any call center. We need to have clear visibility whether call was ended by customer or ...

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• Anastasia Kachanova
• Created November 24, 2022 13:22
• 5 votes