Mamantha

+1

we need this feature！

we have different numbers/agent support different regions, but agents always receive calls from other countries, since different knowledge requirement, we need the feature let agents only receive calls from the region they support.

 I need group routing to let agents backup each other, so I cna't use omnichannel routings, but  for agent status and activity management, I need to create custom status to optimize our process. really a good featuer be able to use for all customers, not only for onmichannel.

I was told that the native ticket status column will display the custom status name in the UI, but upon export,  it will only show the category name under which it falls. this is not good, since we cna't just check these custom status in system using EYES. we need to download report and check  or analyse staus in bulk.

we find zendesk has duplicate user profiles if customer contact us by email the first time and by Whatsapp next time, agents don't know if customer contact us before if tickets history can't organized together, this is no good for our efficiency improvement, pls combine the profiles if it's the same customer. thanks

I find there are five attributes about tickets in agent's profile, can i add more, such as inbound or outbound call, brand etc. I was told that the Attributes that I see in the Agent's profile are native settings,  It is created by our Developers and changing it will affect all our customers as well. I think on this issue all customers will prefer to see more attributes, it will be more helpful, and no harm to all customers.

we support different languages, how to set up to let the system's auto reply and survey questions to be the languages accordingly ,for example Portuguese. I believe many people need this feature, pls help to achieve it.

we want to buy local numbers in India and Vietnam, but we can't get it from zendesk, it's awkward since zendesk is the only platform we are using. I found there are many customers have the same needs, Zendesk should considering and help us to achieve it.thanks.