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Pedro Cassian's Avatar

Pedro Cassian

Joined Nov 09, 2021

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Last activity Feb 18, 2025

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ACTIVITY OVERVIEW

Latest activity by Pedro Cassian

Pedro Cassian created a post,

Post Feedback - Reporting and analytics (Explore)

Hello!

 

I recently enabled international outbound calls and I wanted to see which countries call us the most to calculate average of calls and the costs, however in the talk dashboard there is no way to see what country users call us from, so then I tried to create my own report in explore for this information,  but there is no way to do it there either

 

however, all phone numbers have country codes, so I imagine you guys could add that option to explore

Posted Feb 18, 2025 · Pedro Cassian

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Pedro Cassian created a post,

Post Feedback - Ticketing system (Support)

Hello

 

We have a lot of voicemails but sometimes the caller doesn't leave a message so the voice recording is only a few seconds long, I want to make a view to catch all of the voicemails which are less than 10 seconds long for example so we could knock these out quicker, a workaround might be with transcription length but that is not an option either

 

 

Posted Jan 23, 2025 · Pedro Cassian

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Pedro Cassian created a post,

Post Feedback - Ticketing system (Support)

Hello

 

We have many groups and many different views, and some views are available to users of different groups who have different priorities,  and it is a bit hectic because users end up with a super long list of views, it would be super useful if each user could re-order their own views,  currently from my understanding you can only re-order views per group, but it gets messy when you are in multiple groups

 

I could and have made personal views also which live in their own area which is cool, but these cant be shared with others, so it stops being useful for many use case scenarios, so basically we would like for users to keep all the views they can see, but to be able to re-order them based on how they would like to work

 

I hope this is considered

Posted Oct 24, 2024 · Pedro Cassian

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Pedro Cassian commented,

Community comment Feedback - Ticketing system (Support)

+1 I am really surprised this is not a thing already

View comment · Posted Jan 30, 2024 · Pedro Cassian

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Pedro Cassian commented,

Community comment Feedback - Ticketing system (Support)

We are also interested in this function, we migrated some  users from email workflows to zendesk workflows, but should only be able to reply to internal notes, but it is not possible at the moment to do this and we risk them accidentally sending out a message a a public note, hopefully this gets added on a per group level

View comment · Posted Jan 29, 2024 · Pedro Cassian

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Pedro Cassian created a post,

Post Feedback - Voice (Talk)

Hello

The satisfaction survey feature is very important to us and its very helpful on email/chat tickets but this is not possible for calls, we are hoping to have a similar feature for calls where the caller could provide their satisfaction, perhaps though an automated message that takes user input like "push 1 if it was good, push 2 if it was bad" or similar

I know I can reach out via mail or sms after the call but we are interested in the customer feedback immediately at the end of the call

Posted Dec 01, 2022 · Pedro Cassian

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Pedro Cassian commented,

CommentHow to manage phone numbers in Talk

does anyone know if there is an update to this? or where I could place the request for this feature?

thanks !

the survey is great for emails but would love to have a simple way to do it for calls

View comment · Posted Nov 30, 2022 · Pedro Cassian

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Pedro Cassian created a post,

Post Feedback - Ticketing system (Support)

Hello

In Live Chat, we could set a different schedule but in messaging we cannot do this anymore, it has to stick to the business schedule.

with daylight savings time changes this has become an issue for us. I cannot go back to live chat anymore since everything is set up for messaging and the only way to add a schedule is to upgrade to the enterprise plan which I cannot justify at the moment.

Hoping this feature can be added without having to upgrade to enterprise

 

 

Posted Nov 02, 2022 · Pedro Cassian

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Pedro Cassian commented,

CommentRouting

When a customer has started a chat with an agent via messaging, and then does not reply for some hours and comes back, normally the chat is updated with the same agent to follow up, however sometimes they are offline or at lunch and the ticket is not reassigned to other available agents

I'm wondering If we use omnichannel routing, if it could reassign these  tickets  to an agent that is online instead of the agent who previously had the chat with them and is now offline or out to lunch

View comment · Posted Oct 26, 2022 · Pedro Cassian

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Pedro Cassian created a post,

Post Feedback - Ticketing system (Support)

sometimes our customers start a conversation and then go away and come back hours later and the ticket opens up again with the original agent,  unfortunately sometimes the agent that was chatting with them is at lunch or otherwise unavailable, so the customer has a bad experience and there were other agents that could of provided assistance at the time

 

there doesn't seem to be a way for these tickets to be assigned to someone else who is online when this happens so someone else could provide support for the client

hoping this can be available in the future

Posted Oct 26, 2022 · Pedro Cassian

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