Jen Cole

1. Agent guide
2. Ticket management
3. Deleting tickets

How can I exclude Calls in Explore Reports for ZD TALK that were recorded on deleted tickets?The ticket ID is not included when I drill in, but the recorded calls are being included in my data for ...

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• Jen Cole
• Created February 17, 2023 22:18
• 0 votes

1. Explore
2. ...
3. Explore recipes
4. Explore recipe: Reporting on first reply time

Hi! Our agents share tickets, so there could be 2 agents that respond on a ticket to a customer. I want to look at agent reply time per agent, not per ticket assignee. This is because Agent A could...

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• Jen Cole
• Created January 12, 2023 23:09
• 0 votes

1. People
2. ...
3. Team members and groups
4. Creating custom unified agent statuses

Thank you Artur! That's so great! Looks like it might be time to try it out.

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• Jen Cole
• Created January 12, 2023 14:46
• 0 votes

1. People
2. ...
3. Team members and groups
4. Creating custom unified agent statuses

Hi Steve,We haven't enabled omnichannel routing yet. We had to wait to implement this feature because we need to be able to see a live list of our agents and which status they are currently in.Curr...

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• Jen Cole
• Created January 12, 2023 00:32
• 0 votes

1. People
2. ...
3. Team members and groups
4. Creating custom unified agent statuses

Lila and Holley,I was told that you can enable omnichannel routing and then set the capacity to zero for each agent to prevent tickets from being auto-assigned/automatically routed. Then you can us...

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• Jen Cole
• Created November 08, 2022 17:47
• 0 votes

1. Web Widget
2. Web Widget documentation
3. Authenticating end users in messaging for the Web Widget and mobile SDK

Does anyone have authenticated users set up for messaging that can tell me if this is working now? By working I mean, when a customer is authenticated in messaging/web widget with the bot and is th...

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• Jen Cole
• Created November 03, 2022 20:25
• 0 votes

1. People
2. ...
3. End users and organizations
4. Managing end users

Is there anything on the road map to allow the agents to select which email address to send proactive emails too for an end-user account? We have some users with multiple emails and that would be h...

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• Jen Cole
• Created September 09, 2022 14:20
• 0 votes

1. Email
2. ...
3. Formatting and customizing your email
4. Implementing simplified email threading for email applications

Is there a way to reverse the comment thread so that the newest comments show at the top of the email to the customer? Maybe I set up the email threading wrong, but the newest comments go to the bo...

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• Jen Cole
• Edited July 15, 2022 16:13
• 0 votes

1. Talk
2. ...
3. Setting up Talk
4. Enabling customer callback

HI! I am testing out the IVR and I set it up with a custom greeting to press 1 to leave a VM, press 2 to request a callback and press 3 to receive a text response. I programmed the IVR for 1 as voi...

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• Jen Cole
• Created June 17, 2022 18:40
• 0 votes

1. Community
2. Feedback - Chat and Messaging (Chat)
3. Focus mode for active Messaging and Talk users

Looking forward to this with messaging and talk. that would be super helpful for us. Thank you for putting it on the roadmap.

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• Jen Cole
• Created June 10, 2022 14:38
• 0 votes