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Widson Reis

Joined Oct 16, 2021

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Last activity Feb 21, 2025

Zendesk Product Manager

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ACTIVITY OVERVIEW

Latest activity by Widson Reis

Widson Reis commented,

Community comment Feedback - Ticketing system (Support)

View comment · Posted Feb 21, 2025 · Widson Reis

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Widson Reis commented,

Community comment Feedback - Voice (Talk)

No problem. Shawna James has created a ticket for you, and I will escalate this issue to our engineering team. For now, I'm afraid I will have to ask you to instruct your agents to refrain from closing tabs when they have ongoing calls.

View comment · Posted Feb 10, 2025 · Widson Reis

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Widson Reis commented,

Community comment Feedback - Voice (Talk)

Hi Aleksandar Georgiev 

Last week, we identified and quickly fixed a bug that prevented the call console from appearing on a tab if the customer had another tab open (see last week's release notes). The issue you described may have been related to this bug, and it might be fixed by now. If it persists, our customer support team will ensure that it is addressed promptly.

View comment · Edited Feb 10, 2025 · Widson Reis

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Widson Reis commented,

Community comment Feedback - Voice (Talk)

Hi Aaran Chilinski - Customer Success Developer

 

Thanks for the feedback! This is in our backlog. We will update this post as soon as we have a concrete timeline. 

View comment · Posted Feb 05, 2025 · Widson Reis

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Widson Reis commented,

Community comment Feedback - Voice (Talk)

Update January 8, 2025.

Due to other initiatives with higher priority, this work was not picked up. It's in our backlog, whenever we start working on it we will update the post.

------------

Hi Monica, 

Thank you for the feedback. We are planning to make improvements in the area of agent roles and permissions in 2023 and we will take your suggestions on board. 

Thanks,
Martin 

 

--------

View comment · Edited Jan 29, 2025 · Widson Reis

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Widson Reis commented,

Community comment Feedback - Voice (Talk)

Hi Guido,

 

This is a bug that is being addressed by our team. Rest assured, this will be fixed asap.

View comment · Posted Jan 06, 2025 · Widson Reis

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Widson Reis commented,

Community comment Feedback - Voice (Talk)

Hi Anton Verhelst ,

Yes, this is in the 2025 roadmap. Stay tuned!

View comment · Edited Dec 12, 2024 · Widson Reis

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Widson Reis commented,

Community comment Feedback - Voice (Talk)

Hi all, 

The average wait time message is now available in all languages supported by Talk.

https://support.zendesk.com/hc/en-us/articles/8518285222682-Announcing-Average-Wait-Time-message-in-all-languages-supported-by-Talk

View comment · Posted Dec 10, 2024 · Widson Reis

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Widson Reis created an article,

ArticleAnnouncements
Announced on Rollout starts Rollout ends
Dec 10, 2024 Dec 10, 2024 Dec 16, 2024

We're happy to announce that Talk average wait time messages are now available in all languages supported by Zendesk.

This announcement contains the following topics:

What's new?

Talk now supports average wait time messages in all languages supported by Zendesk. If the wait time exceeds two minutes, the message will play after the caller navigates the IVR or initial greeting and enters the queue. Previously, this feature was only available in English.

Screenshot 2024-12-10 at 08.25.16.png

Who is this available for?

The average wait time message is available in all languages supported by Talk Professional and Enterprise customers. 

Why is Zendesk making this change?

We recognize that including an average wait time message is essential in certain countries and industries. Offering this message in multiple languages increases the value of our product to customers and end users.

What do I need to do?

This feature will be available to all eligible customers after the rollout is completed. To select a non-English language, choose the line you want to enable the message for in Talk settings, enable the feature, and then choose your preferred language.

If you have feedback or questions about this announcement, visit our community forum, where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

Edited Dec 17, 2024 · Widson Reis

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Widson Reis commented,

Community comment Feedback - Voice (Talk)

Hi Jonathan Groves 

Yes, this is on our roadmap for 2025. We are currently in the midst of planning, and we should have a more concrete timeline at the beginning of January.

View comment · Posted Nov 25, 2024 · Widson Reis

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