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Pam Carter

Joined Jun 22, 2022

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Last activity Aug 16, 2022

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ACTIVITY OVERVIEW

Latest activity by Pam Carter

Pam Carter commented,

CommentEnd users and organizations

This article is outdated.  The reference to the below is old - you have to go to the new admin area to be able to access user fields.

View comment · Posted Aug 16, 2022 · Pam Carter

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Pam Carter commented,

Community comment Feedback - Ticketing system (Support)

John,

That did not work for us.  We have multiple brands and it caused me to get locked out of the system.  It may work if you only have 1 brand but for us, having multiple brands, it does not work.  (We had our Zendesk implementation person on the call walking us through it)  

View comment · Posted Jul 08, 2022 · Pam Carter

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Pam Carter commented,

CommentGeneral questions about live chat

Dave,

So you are saying, if operating hours end while an agent is on a chat, any chats waiting in queue will just sit there until the Agent works those chats?  So it is after business hours and they will have to continue to work through any chats that came into the queue prior to close?  

View comment · Posted Jun 24, 2022 · Pam Carter

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Pam Carter created a post,

Post Feedback - Voice (Talk)

As a client of Zendesk, I would like to be able to have more options to meet business needs of my company's clients:

I would like to suggest the following enhancements:

1. Distinguish VM that is outside business hours from closure due to a Holiday- the greeting would be very different and currently you do not have this functionality.  You have the schedule and holidays set up in the system which would allow for it to identify them. 

2. Voicemail on option - if a member presses 1, they get this greeting; however, if NO agents are available, they also get this options.  The greeting would be different for someone who was holding on the line and presses 1 vs someone where the greeting immediately went to this greeting. Again, this is not functionality available.

Posted Jun 23, 2022 · Pam Carter

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Pam Carter commented,

CommentGeneral questions about live chat

What happens to those chats that were in queue but now it is after hours? Do they get a chat message stating it is after hours and push to a ticket?  how does that work?

View comment · Posted Jun 23, 2022 · Pam Carter

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Pam Carter commented,

Community comment Feedback - Ticketing system (Support)

This article needs updating.  Here are the instructions we were given

To assume an agentidentity:use the URL: [yoursubdomain].com/users

  • You'll be taken to a list of users
  • Click on Agents below the search bar
  • Find the agent you want to assume the identity and hover your mouse close to the edit button
  • Click on the Assume button
  • You will be taken in the Guide page, click on the products button upper right (four squares icon)
  • Go to Zendesk Support and test tickets, etc 
  • To leave the assuming mode, go again to the URL: [yoursubdomain].com/users
  • There will be a yellow message on the top of the page with an option to end assumption mode

View comment · Posted Jun 22, 2022 · Pam Carter

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