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Megan Kalman

Joined Apr 26, 2022

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Last activity Nov 25, 2024

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Latest activity by Megan Kalman

Megan Kalman created a post,

Post Feedback - Ticketing system (Support)

We frequently receive emails that are encrypted via O365. When requesting the passcode key, the key is sent to the zendesk support email address, rather than the original email address the email request was sent to. In doing so, we are unable to retrieve the passcode key needed to access the encrypted email. There are some of us who have access to the Outlook version's of our email boxes. However, if the client is creating a followup email, or emailing directly to a support email address (support@xyz.zendesk.com) there is no way for us to acess the original email and reques the code from outlook. 

 

Any suggestions?

Posted Jul 23, 2024 · Megan Kalman

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Megan Kalman commented,

Community comment Feedback - Voice (Talk)

We stress to agents to always warm transfer customer calls when possible to avoid the client needing to resell or explain what it is what they are calling about. The only way that a call can be warm transferred currently is directly to another agent, rather than the call being transferred to the next available/longest available agent in a queue. This causes imbalances in workload as one or two agents could potentially be getting all of the direct transfers.  

Like others here have mentioned, the way that we have been able to work around this, which is NOT ideal, is essentially transferring the call to the department's direct outside number and going through the IVR in order to get the next available agent and complete the warm transfer call. But this creates a 2nd ticket, skewing stats and making it more difficult to track client issues.

View comment · Posted Nov 20, 2023 · Megan Kalman

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Megan Kalman commented,

CommentTicket management

I can't figure out the logic as to why we would want tickets to automatically be set to Open when they are assigned to agents. "Open" indicates that someone is working on the request. We have groups where there is only 1 agent active in that group. We have 8 US territories. Each territory has an assigned sales assistant. That sales assistant is the only agent who works the tickets that come into their territory group. That doesn't mean that the minute the email comes into the group and is assigned to that agent, it's being worked on. It's skewing our metrics for average time to complete.

View comment · Posted May 03, 2022 · Megan Kalman

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