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Matthew Sammut

Joined Dec 28, 2021

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Last activity Jan 13, 2023

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ACTIVITY OVERVIEW

Latest activity by Matthew Sammut

Matthew Sammut commented,

Community comment Feedback - Voice (Talk)

Karen Hynes many people eagerly awaiting an update on this. Again IMO this should not be a planned feature but a mandatory function of your Talk module - is this close to completion? Can you keep us updated and set our expectations here?

View comment · Posted Dec 12, 2022 · Matthew Sammut

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Matthew Sammut commented,

Community comment Feedback - Voice (Talk)

Karen Hynes any further news on this? as you can see by the flood of comments this is, frankly, a core function for support teams, we really cannot do without it

View comment · Posted Sep 27, 2022 · Matthew Sammut

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Matthew Sammut commented,

Community comment Feedback - Voice (Talk)

It does, thank you.

View comment · Posted Apr 01, 2022 · Matthew Sammut

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Matthew Sammut commented,

Community comment Feedback - Voice (Talk)

Karen Hynes could you please be more specific?

Does "core Zendesk states per channel" include the 3 scenarios I described above? or are these not available in version 1?

View comment · Posted Apr 01, 2022 · Matthew Sammut

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Matthew Sammut commented,

Community comment Feedback - Voice (Talk)

Karen Hynes the highest KPI metrics on our list would be:


1. Online time (time logged in)

2. Time in an available state (total time where a user is available for a call/chat)

3. Time in an away/transfers only state (total time where user is logged in but NOT available for a call/chat)

The above should be able to be shown per agent / group (for both Talk and for Chat) 

Looking forward to that update! Thanks

View comment · Posted Mar 25, 2022 · Matthew Sammut

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Matthew Sammut commented,

Community comment Feedback - Voice (Talk)

Same here, any updates on this? Seems like a pretty fundamental feature which most other competitor products already have.

"high on our backlog" posted back in 2018 does not give us much confidence here - is this feature still being developed or planned?

View comment · Posted Mar 22, 2022 · Matthew Sammut

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Matthew Sammut commented,

Community comment Feedback - Voice (Talk)

No idea why this would not be included from the start - online time and available time are core KPIs for any team lead or manager who is managing the availability of a support team. The data is there, and available, I cannot see any reason it would not be accessible from Explore.

+1 from me, put this on the top of your list for BOTH Talk and Chat, this sohuld be a minimum requirement for a PAID reporting application.

View comment · Posted Feb 22, 2022 · Matthew Sammut

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Matthew Sammut created a post,

Post Feedback - Ticketing system (Support)

The "Merge Ticket" feature built into Zendesk does not do what it says on the tin. Instead it only 'merges' the last public comment of a ticket into a comment on the new ticket.

Any other interactions before that last public comment are ignored, ticket fields are ignored, tags are ignored, and all HTML formatting of the comment is lost when it is merged.

This all seems VERY lacking when competitors have already solved this problem many years ago. (We are coming from Freshdesk and desk.com to Zendesk)

Do you have plans to improve the ticket merge feature? Namely:

1. Merge all comments, not just the latest public comment

2. Keep the HTML formatting and timestamps of the comments when merging

3. In the merge options, show the status of the tickets displayed for merging - this way you can find the 'Open' ticket of a customer easily to merge into.

4. Merge ticket fields as well as comments

 

Yes of course "there's an app for that" :) There are 3rd party apps which do a much better job of course, but these cost extra per user per month, and for a large team this becomes very costly just for one feature.

Any feedback or plans to improve this will be appreciated!

Posted Dec 31, 2021 · Matthew Sammut

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