Michael Penland
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Total activity37
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Last activity
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Member since
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Following0 users
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Votes12
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Activity overview
Latest activity by Michael Penland-
Michael Penland commented,
This is all well and good for one to one proactive tickets with limited dimensions. We want to notify specified contacts under organizations that meet various criteria. - one main requester and ...
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Michael Penland commented,
Agree on @ mention tags for Slack in side conversations. It technically kind of works if you have a simple call-out name but there isn't an auto populated picker. For example @penland works in ou...
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Michael Penland commented,
Slack @mention +1 interest please. Looking forward to hearing about this in the future. Thanks. https://support.zendesk.com/hc/en-us/articles/360002115087/comments/360005351414
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Michael Penland commented,
+1 Segmenting channels and topics is needed, at least for sending public responses. Primary use case is we don't want all of our agents to have the ability to send out public tweets. Thanks.
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Michael Penland created a post,
IVR - Routes need 'no keypress' option (that doesn't repeat greeting three times)
We need a way to control whether the greeting plays three times before doing the default route to solve the following use case. --- https://support.zendesk.com/hc/en-us/community/posts/115008074788...
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Michael Penland commented,
Patrik - I personally wouldn't want it either, but agents ask for it to improve their experience. It's more efficient for them than hunting for the answer button every time a call comes in.
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Michael Penland commented,
Ditto on this request. Thanks.
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Michael Penland commented,
Thanks Brent! I totally agree about the Cancel Ticket Submit App. While that works, I don't like that we have to pay extra for it. I understand that how Zendesk funds side development of less pop...
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Michael Penland commented,
There should be a way to delay notification triggers to give us a moment to mark a comment as private before it gets sent out. I.e., a trigger condition for "elapsed time since submit". Use case ...
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Michael Penland commented,
Agree. Nice to have feature that Desk.com supported 10 years ago.