The Blue Space

Is there any updates on the timelines for this to be rolled out given that we are at end of 3rd quarter for 2022?

Thanks

Thanks, Tipene

I may have some additional questions later, but this will surely help us to get started.

Hi Tipene,

The workflow that we are wanting to put in place is for our CX team to be able to key in an order number and  when they hit the search button, it queries the SAP System via integration setup and displays the last status that is stored in the ERP for that order.

The other workflow is also for our CX team to be able to key in a SKU and when they hit search it searches the ERP system for that SKU inventory and displays the results. This particular workflow can also be 2 ways for them to be able to flag a SKU for back order if not in stock.

Can this be done within the agent workspace screen ? if yes, are we able to built something ? We have a dev person within the team and would help if we can leverage whatever documentation or reference we can have.

Thanks.

Hi,

In terms of using the custom objects to get the information from ERP, I was already given information mentioned on this page https://support.zendesk.com/hc/en-us/articles/4408834725402-Sunshine-custom-objects-guide-for-admins 

I had a follow up question on this  - is there any limitation on how we can use it or not use it to display the  information on an agents workspace ? Can we customize the existing Agent Workspace user interface to use those objects as we like ? 

Also, is there any existing app or a solution that we can leverage for doing this ?

Thanks,

Hi Eric,

I had a follow up question on this topic.  In terms of using the custom objects to get the information from ERP, is there any limitation on how we can use it or not use it to display the  information on an agents workspace ? Can we customize the existing Agent Workspace user interface to use those objects as we like ? 

Also, is there any existing app or a solution that we can leverage for doing this ?

Thanks,

Hi, 

I wanted to provide feedback regarding a limitation that we picked up after we started using Zendesk Talk as the main support line for our customers.

With the current Zendesk Talk setup we are not able to place an outbound call to a short code number in Australia (Numbers starting with 13 - example +61 13 14 16). 

One of our main suppliers phone number is in this short code format and we are not able to call them directly from within Zendesk. We interact with them daily and as a result we have to use either personal mobile or landline phone (which we wanted to remove after upgrading to Zendesk Suite Pro subscription) to call them. This is causing delays in our response time to customers. 

Until we get a permanent solution is there a workaround that we put in place to overcome this ?

Is there going to be a permanent solution to this. We would expect that Outbound calls to short code numbers is a standard feature that would be part of Zendesk talk setup, but it wasn't.

Thanks,

Thanks, Eric for sharing this.

Hello,

We are implementing a new ERP (SAP Business ByDesign) and wanted to have our CX team the ability to track any orders and check stock levels via API. So we would want to add 2 objects one for Stock Check and Order Tracking. How to add these in agent workspace ?