Recent searches


No recent searches

Dan Cross's Avatar

Dan Cross

Joined Apr 29, 2022

·

Last activity Feb 18, 2025

Following

0

Followers

0

Total activity

54

Votes

30

Subscriptions

15

ACTIVITY OVERVIEW

Latest activity by Dan Cross

Dan Cross commented,

CommentSetting up Talk

Thanks Rob.  To clarify - if our customers call our support line, which is a toll-free number, and in the IVR, request a callback, our agents will be able to call them back as an outbound call?  BUT, this may not work if the customer calls us from their toll-free number and requests a callback; we may not be able to complete that as a callback.  Do I have that right?  Thank you!

View comment · Posted Feb 18, 2025 · Dan Cross

0

Followers

0

Votes

0

Comments


Dan Cross commented,

CommentSetting up Talk

In the instructions for this feature, it says you can't configure callback for digital lines, SIP-IN lines, or toll-free numbers - is that still accurate?  Meaning, if a customer calls our support line that was a toll free number, we can't use the callback feature?  OR does it mean that if a customer calls us on a toll-free number (ie they are at their work), we can't call them back to that toll free line BUT they would have to provide a non-toll free number.  

The instructions/guidance is confusing so any help is appreciated.

View comment · Edited Feb 14, 2025 · Dan Cross

0

Followers

0

Votes

0

Comments


Dan Cross commented,

CommentRouting

In the article above, it states that Tickets generated by voicemails can't be routed by omnichannel routing.

How have the rest of you handled this limitation as we try to solve for this as of now, we are managing VM tickets in a separate view and manually assigning them which is outside of OCR.  I assume there is a better alternative to this so wanted to ask!  Thank you for any help, insight, recommendations!


 

View comment · Posted Jul 23, 2024 · Dan Cross

0

Followers

0

Votes

0

Comments


Dan Cross commented,

Community comment Feedback - Chat and Messaging (Chat)

We have also implemented the "back button" and while we had to reconfigure our bot flows to add this, the one customer experience that is still not ideal for us that I would appreciate any comments on how others have made this updated feature work better:

The customer gets their help from the bot, and at the end we have a comment that says something like "Great, simply come back here and type a question if you need help later" (paraphrasing).  However, the bot conversation remains where the customer and the bot left it at and if that customer takes days, weeks to return, they may not see that last bot comment, so is there any way to configure this so after a certain time, the customer comes back and types anything, or clicks refresh (something), the bot automatically starts over so the customer is presented with the intended starting point?  

We have def made improvements since this back button update but it still is not super intuitive for the customer to just know they can type anything without us adding in really silly sounding language prompts to tell them how to get to the beginning...

Any tips/help on effective ways to navigate this is helpful!

View comment · Posted Feb 16, 2024 · Dan Cross

0

Followers

3

Votes

0

Comments


Dan Cross commented,

Community comment Feedback - Reporting and analytics (Explore)

This is clearly a much requested feature and does not appear that it should be difficult to implement.  As many noted, cloning a dashboard does not always create what we need.  Please add this to your roadmap!

View comment · Posted Dec 15, 2023 · Dan Cross

0

Followers

1

Vote

0

Comments


Dan Cross commented,

Community comment Feedback - Chat and Messaging (Chat)

Adding to this - this is a necessity - Adding a Back button - call it Begin Again, Start Over - whatever is most intuitive but it is needed for all the reasons noted in the thread - 

This explanation of what was coming from ZD really doesn't answer the need for the back/start over button.  If we can train the bot to find articles, it seems you should be able to add a button allowing our customers to start their bot experience over.  This came from ZD back in 2022:

The bot building experience will be updated where you can create bot answers as a separate flow and train the bot to recognise specific phrases which the bot will direct the end-user to that particular answer flow. This way the end-user won't be stuck in the loop, they can simply ask their question and the bot will find the best match answer flow to direct the user to, taking them to their answer quickly.  We hope this update will help improve the end-user experience, helping them find their answers faster.

 

View comment · Edited Sep 11, 2023 · Dan Cross

0

Followers

3

Votes

0

Comments


Dan Cross created a post,

Post Feedback - Community Forums (Gather)

By default, timezone is shown in account owner's timezone.  For a company that has their account set in PST (West Coast, USA), but have global teams, is it possible for  teams to show in that team's local time?  The use case I am trying to solve:

When an agent outside of PST (ie Europe) is trying to set a follow up date/time to get back to a customer/end user, they have to manually calculate or use a tool outside of Zendesk to determine the time to input on the follow up date/time fields.  Ideally, the agent would not have to do that and instead, Zendesk would show the time in the agents local time zone.  

If this is possible now, does anyone know how to do this?  If not, would be interested in seeing this added as a future function.  

Posted Sep 23, 2022 · Dan Cross

2

Followers

3

Votes

2

Comments


Dan Cross created a post,

Post Feedback - Ticketing system (Support)

Our teams have not launched Guided Mode yet but are preparing for it this year.  One of the challenges I see is that with the current Guided Mode functionality, Agents are provided with an open text box to tell a manager why they are skipping a ticket or can simply skip without providing a reason.  

While we can coach Agents to always provide a reason, it would be more effective for Agents, Managers, and Analytics to not have the option to skip without a reason.  In addition, for Agent efficiency and improved reporting, allowing us to include a preset list of skip reasons will create consistency in reporting, more effective training for Agents, and a more efficient way to skip a ticket.  

Posted May 02, 2022 · Dan Cross

4

Followers

5

Votes

2

Comments


Dan Cross commented,

CommentRouting

For Skipped reason box, is there functionality to create and display a list of reasons that we can surface for Agents (not just an open text box) - this would allow us to create a more consistent process, easier to look for trends, and provide the Agent with a more efficient way to note a reason and move on to the next ticket.

View comment · Posted Apr 29, 2022 · Dan Cross

0

Followers

4

Votes

0

Comments