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Erin from Newton

Joined Dec 14, 2023

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Last activity May 29, 2024

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Latest activity by Erin from Newton

Erin from Newton commented,

CommentTicket basics

Why are phonecall tickets not included in this workspace/dashboard? How is this useful for a customer service team if the agent can't see phonecall tickets in their queue? (i.e. callbacks, voicemails that need returned, etc.)

View comment · Posted May 29, 2024 · Erin from Newton

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Erin from Newton commented,

Community comment Feedback - Ticketing system (Support)

Barry Neary

Any updates on this one? Much like the OP, omnichannel routing and its features is fairly useless to our team structure without the ability to customize based on groups.

View comment · Posted Jan 11, 2024 · Erin from Newton

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Erin from Newton created a post,

Post Q&A - Objects, workspaces, and rules

I am attempting to set up omnichannel routing ahead of implementing skill-based routing for our team. I continue to run into an error preventing this. A screenshot of the error is HERE, and a screenshot of the current tag set up is HERE.

It looks like the platform thinks we still have chat live, although this was deactivated and we migrated to Messaging quite awhile ago. I've dug through every resources I can find to ensure chat is fully desctivated.

I have followed every instruction and troubleshooting guideline I can find within Zendesk resources and have hit a brick wall. I have also reached out to Zendesk help multiple times with no response. This is becoming a significant issue, as we need skill-based routing to be implemented and working well before year-end. 

Does anyone have any ideas??

Posted Dec 22, 2023 · Erin from Newton

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