Mark Wiles
- Total activity 60
- Last activity
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Activity overview
Latest activity by Mark Wiles-
Mark Wiles created a post,
Suggestion for a "send text" button like we have a "make call" button in the ticket
What is the problem? It seems sending a proactive text to a single user form the ticket view in Support should be easier. We've set up triggers per Zendesk instructions that allow our agents to ...
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Mark Wiles commented,
Thanks Manuel . . . just to clarify our particular blind transfer need in case that's of help . . . we often need to transfer callers to people/organizations outside of our Zendesk environment. We...
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Mark Wiles commented,
Ben, do you know if Zendesk has any plans for a blind transfer where we do not continue incurring charges? Currently the system keeps charging me and recording, even with the third party (big priv...
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Mark Wiles commented,
FYI, we're trying to turn PDFs into Zendesk articles. I've tried a number of routes today, but here's where I'm finding success . . . instead of starting with the PDFs that the public now sees, I'...
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Mark Wiles created a post,
Use tags from Support in Connect Campaigns
It would be great if we could leverage user tags in Support in our Connect campaigns. For instance, if a user completed ticket form X today (which then triggered the addition of a tag to that user...
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Mark Wiles created a post,
Customize Omnichannel Widget
Currently, the main text on the widget changes based on channels we have online. I would really prefer to fully control the button language as I think most first-time users will not know there are...
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Mark Wiles commented,
Yes, it would be great to have different SSO options for different brands.
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Mark Wiles commented,
Yes, this has been our biggest pain point with Zendesk Talk. We view transferring as part of our customer service, but we can't afford to have our call recording continue (and record content we sh...
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Mark Wiles commented,
Yes, let me please add my vote here. I was looking today for this report in Explore, but still have not found a way to see what options users are pressing in my IVR. I would like to see how many ...
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Mark Wiles commented,
Yes, we would really appreciate the ability to run reports directly based upon the email address through which the inquiry/ticket was received. It's much cleaner/safer than having to go through an...