Moran R. Gilboa

1. Community
2. Feedback - Voice (Talk)
3. Set the default number based by the Group

This would be really important, it can have very high impact on cost/experience as agents are easily using the wrong number to call, when there are multiple numbers (regions). It's also a bad exper...

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• Moran R. Gilboa
• Created May 09, 2023 17:47
• 0 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Give Admins the ability to change Agent Status in Omnichannel

I think this is an essential requirement for this feature; management, or even other agents, should be able to change status in case of emergency, agents go offline and may be driving or just out, ...

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• Moran R. Gilboa
• Created February 16, 2023 16:37
• 0 votes

1. Community
2. Feedback - Voice (Talk)
3. Feature request: Zendesk Talk - set maximum queue wait time per number

This is a critical feature, when utilizing a fail-over for instance, we don't want customers to wait on "priority" lines for 60 minutes, and it should be set for minutes instead, while a "questions...

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• Moran R. Gilboa
• Created November 11, 2022 18:52
• 1 vote

1. Community
2. Feedback - Ticketing System (Support)
3. Need to target Agents with @mentions in comments on tickets as a trigger condition

I think this is a critical change request; I would consider a separation of following/mentioned entirely so that light agents can also start @mentioning; following is "chatty" and hard to track and...

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• Moran R. Gilboa
• Created November 08, 2022 14:59
• 0 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Light agents unable to @ other agents

"@mentioning" is a critical piece for collaboration; mentioning someone in the ticket or from the outside (user) is essential to get attention; since we're focused on having this collaboration over...

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• Moran R. Gilboa
• Created October 31, 2022 13:52
• 0 votes