Michael Rieder
Application and Knowledge Manager @ a versatile transport company | BLS is one of Switzerland’s largest transport companies. In our core rail business, we operate the Bern S-Bahn, which is the second-largest suburban railway network in Switzerland. We also operate the western lines of the Central Switzerland S-Bahn. BLS provides tourist transport services as well. Our routes here include rail lines through the Emmental region, in the Jura mountains, in the Swiss Lakeland region, in Simmental an
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Activity overview
Latest activity by Michael Rieder-
Michael Rieder commented,
We woud really appreciate to track IVR interactions to improve the customer journey in this channel. 50% of our interactions are on phone. So it is still the most important channel.
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Michael Rieder created a post,
Zendesk Talk | Agent can Talk to another agent
Actual Agents can only talk together if they are forwarding a call. Requirement Agents would like to talk to another agent even there is no current call with a customer. This feature is very usef...
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Michael Rieder commented,
Molly thanx for your advice. This worked indeed :-)
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Michael Rieder commented,
We strongly agree with this requirement. Classic standard phone system are able to display always the original caller ID even when the call is forwarded through different units. It is a standard li...
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Michael Rieder commented,
Hi Klaus Gotthardt Maybe you have a direct contact to give us same more information about plans to release such a feature. Best, Michael
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Michael Rieder created a post,
first reply time - first answer is not a public comment but a call
User Story The customer sends his request by e-mail. The agent knows the phone number and he replies by phone to get some further information. The agent sets the ticket on "waiting" because the cus...
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Michael Rieder commented,
Hi Sebastiaan Wijchers The article which you have linked, does not exist anymore. Do you have another input for this theme? Best Michael
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Michael Rieder commented,
Oben fehlt noch die Beschreibung fürs Erstellen des HAR-Files in MS EDGE. -> F12 drücken und dann Netzwerk wählen.
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Michael Rieder created a post,
Customer Field [Name] in Zendesk Guide Webform vs. WebWidget
Webwidget - customer name The customer [name] can be set as mandatory field in the webwidget. The value is submitted correctly to the customer data in zendesk support. Webform - customer name The ...
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Michael Rieder commented,
Wie ist das Vorgehen, um mehr als 3'500 Werte in ein Ticketfeld importieren zu können? In der Support Suite erscheint nur der Hinweis: Verwenden Sie die API, wenn Sie mehr als 3500 Feldoptionen hin...