karl FETCH

Hi, we've been with Zendesk Talk for almost 2 years and we're so far unable to get our CNAM to display properly on any mobile carrier. CNAM is failing 100% of the time. We are registered with the repositories suggested. We're not shown as SPAM, but without a business name/CNAM our answer rate and business suffers. I have an open ticket with Zendesk support currently. Anything else we can do?

It's astounding that as any residential or commercial account could have multiple emails, that Zendesk only allows for sending email to the primary email in the account record. If a customer sends us an email from another email on file, Zendesk sees it but we can only respond the to primary and NOT the email sent if it's any other email than the primary. We can't even CC different emails on the same customer record. Incredible. THIS SHOULD BE A BASIC FEATURE of any CRM. Additionally, there's no feedback on failed emails. Textline at least does that. 

Our Talk conversations are often followed up by texts.  With answer rates being low all around, there is not much need to make internal notes that say, 'no answer'. Conversely, there is a need to push a text that says, 'just tried you' or 'left you a VM'. Regaining control of our cursors and then deleting the internal notes that we make in error, because Support takes control or our cursor while we're typing our texts, is both annoying and wasteful of time and money. I'm sure this type of overt control has a place, but not with our business and should be made optional.

We need to be able to select which email addresses to send customers emails (IE when they have more than one email address in their profile). We should be able to CC the same customer on both their addresses. In the event a customer emails us back, Support needs to be able to pivot between email address. It's confusing why these rather basic things require workarounds such as Webhooks or deleting email addresses to send email to a determinable address.

Thanks Sean, how will I be notified when this feature is available?

I assumed wrongly that any modern telephone solution would include the 'feature' of toggling an agent to an unavailable state when they miss a call.  I've been in call center business for 20 years and even at the beginning, EVERY phone system I've been on would flip the call missing agents on DND/.unavailable.  I feel like this feature has to exist within Talk as it's need is fundamental.