Recent searches


No recent searches

Matthew Surowiec's Avatar

Matthew Surowiec

Joined Feb 10, 2025

·

Last activity Feb 12, 2025

Following

0

Followers

0

Total activity

11

Votes

3

Subscriptions

3

ACTIVITY OVERVIEW

Latest activity by Matthew Surowiec

Matthew Surowiec created a post,

Post Feedback - Reporting and analytics (Explore)

I have been building reports trying to discover where phantom calls are logged - these would be calls in which suspended users leave voicemail (but apparently the voicemail isn't recorded).

 

When I look at a report for calls in 2021 for example, I see results for several end-users who are currently suspended but at the time of the call, were active.

 

It contradicts what I have been told by Zendesk support agents - in that a suspended user is prompted to leave voicemail, however no voicemail is recorded.

 

 

How can this be a Voicemail call from a Suspended end-user?

 

From Metrics and attributes for Zendesk Talk – Zendesk help:

 

End-user status - The status in Zendesk Support of the end user associated with the call.

 

Is the intent of the report to show the End-user current status or the status at the time of the call?

 

I almost suspect the answer is “neither” because I have experimented with suspending and unsuspending users and reloading the report, and the status shown in the report does not change.

 

 

Posted Feb 12, 2025 · Matthew Surowiec

0

Followers

0

Votes

0

Comments


Matthew Surowiec commented,

Community comment Feedback - Voice (Talk)

Thank you - can you offer a timeline for when this might be implemented?

View comment · Posted Feb 12, 2025 · Matthew Surowiec

0

Followers

0

Votes

0

Comments


Matthew Surowiec created a post,

Post Feedback - Chat and Messaging (Chat)

We are currently unable to implement Messenger due to the following:

 

- Ticket requests are limited to registered users and domains defined in our Allow list

- Messenger is not integrated with this list of registered users

- There is no way to restrict use of Messenger to logged in users (require site login for the Messenger widget to appear)

 

I have had a developer review any/all documentation on Messenger, and we cannot find a solution. We cannot allow random site visitors to start messaging and opening tickets. Does anyone have a solution for this?

Posted Feb 10, 2025 · Matthew Surowiec

0

Followers

1

Vote

1

Comment


Matthew Surowiec created a post,

Post Feedback - Voice (Talk)

We have a standard policy to suspend users from logging in due to inactivity or expiration of support contract. However, a suspended user may still submit a request via email, and when they do, the request is logged in suspended tickets where we can review and retrieve.

 

This does not happen with Talk however. A suspended user can still call our support line, and they are prompted to leave voicemail if no one answers, or if someone does answer, we need the message “cannot create ticket, suspended user, etc.”.

 

If the call is answered, and the requester is suspended, an agent can manually create a ticket, and potentially unsuspend the user so future calls result in ticket creation.

 

 

However, if a suspended user leaves voicemail, that recording goes…nowhere (according to a Zendesk support agent). There is no suspended ticket created, no way to see the call history, no way to retrieve the message.

 

This is very bad form as the requester fully believes they have left a message, and would expect a callback. We have received negative comments from our customers about this.

 

Why do the same rules not apply to Support and Talk?

 

If there is a setting somewhere that I have incorrect that would allow this, please advise me.

Posted Feb 10, 2025 · Matthew Surowiec

1

Follower

3

Votes

3

Comments


Matthew Surowiec commented,

Community comment Feedback - Voice (Talk)

Upvote. Many of my agents are mobile and cannot always get to a PC browser.

View comment · Posted Feb 10, 2025 · Matthew Surowiec

0

Followers

0

Votes

0

Comments