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Michelle Zimmer's Avatar

Michelle Zimmer

Joined Feb 08, 2022

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Last activity Oct 01, 2024

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ACTIVITY OVERVIEW

Latest activity by Michelle Zimmer

Michelle Zimmer commented,

CommentViews, ticket status, and ticket fields

If light agents aren't able to update a ticket status, and an agent tags a light agent in an internal note then sets the ticket to pending, how is the original agent supposed to know the light agent added a comment if the light agent can't change the ticket status and the system doesn't change the status to open when a ticket has a new internal comment from a light user?

View comment · Posted Oct 01, 2024 · Michelle Zimmer

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Michelle Zimmer commented,

Community comment Feedback - Voice (Talk)

Widson Reis any news on the timeline for this in 2024 with Q4 right around the corner? We recently moved our B2B team into ZD with our D2C team also using it and hiding our consumer lines from them and vice versa to eliminate the risk of human error is going to be very helpful for us, thank you!

View comment · Posted Sep 23, 2024 · Michelle Zimmer

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Michelle Zimmer commented,

Community comment Feedback - Admin Center

I would also like to see macro filters not clear, it defeats the purpose the filters to a degree

View comment · Posted Aug 01, 2024 · Michelle Zimmer

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Michelle Zimmer commented,

Community comment Feedback - Voice (Talk)

One of our agents asked for a flashing light yesterday as an accommodation because they keep missing calls unintentionally. A visual cue would be helpful for some agents who have sensory issues with their headsets and prefer to take breaks from wearing them when not on calls. This would be a great option, but I realize it's a big ask, so any ideas are appreciated!

View comment · Posted Mar 28, 2024 · Michelle Zimmer

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Michelle Zimmer created a post,

Post Feedback - Ticketing system (Support)

When I want to quickly surface tickets with specific attributes like a tag it would be awesome to be able to click through the ticket results without having to go back and forth from the ticket view to the search list and keep track of my spot. 

Posted Oct 26, 2023 · Michelle Zimmer

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Michelle Zimmer commented,

Community comment Feedback - Ticketing system (Support)

This is a safety and security issue for your clients and their frontline teams. It's disappointing this has yet to be prioritized. 

View comment · Posted Aug 24, 2023 · Michelle Zimmer

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Michelle Zimmer commented,

Community comment Feedback - Chat and Messaging (Chat)

@..., you quoted a few months at the beginning of September for an anticipated release. Please share an updated timeline of when we can expect this to become available. Thank you!

View comment · Posted Dec 01, 2022 · Michelle Zimmer

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Michelle Zimmer commented,

Community comment Q&A - Workforce management

If they are moving the tickets from one agent's queue back to unassigned in order to then assign the ticket to themselves, unchecking the following ticket setting should help prevent it! Hope that might help :)  

 

 Allow re-assignment back to the general group

Allows a ticket to be reassigned from an agent back to the agent's group.

View comment · Posted Jun 30, 2022 · Michelle Zimmer

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Michelle Zimmer commented,

Community comment Feedback - Ticketing system (Support)

We use this site to get quick info when we run into issues. It helps us know more immediately if it's a local network issue versus an issue on ZD's end. 

The last support ticket I submitted was on June 22 at 3:16 PM and I got my first reply on June 28 at 9:39 AM 😑 surely that had to have breached an SLA 🙃

 

 

View comment · Posted Jun 29, 2022 · Michelle Zimmer

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Michelle Zimmer commented,

Community comment Feedback - Reporting and analytics (Explore)

Daniel Aron End of Q2 is right around the corner, how is this tracking? 

View comment · Posted Jun 14, 2022 · Michelle Zimmer

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