Stephen Whyte

Yes, I've been seeing this as well. I believe it's a bug in the EAP.

Yes, I've been seeing this as well.

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

Our clients are asking that if some end users have access to view all of the tickets submitted in Zendesk, they also can listen to the call recordings. This will give them more insight into what is being requested and how issues are being relayed to support.

What problem do you see this solving? (1-2 sentences) 

The access to all recordings will provide the client with more insight into their support requests (internal training)) and eliminate the need for clients to request access to individual recordings via a new support ticket.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

End users make this request multiple times every month and create unnecessary admin work for our technical support agents to download and eail 

This problem happens on a daily basis. This is critical for our business as our agents get very hungry which affects their productivity and our customer satisfaction score. 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

When requested, we download the recording and email it to the client.

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

I would like any end user with full access to all organization requests to also have the ability to listen to any recording, even if they didn't submit the ticket. They can click on the recording and listen to it just as the original requester could.

Beatrice Bettini I'm struggling with the same issue. We recently migrated from Google Workspace to O365 and all of our documents have been converted and saved to Sharepoint. Now I'm trying to figure out how to integrate them into Zendesk.

If you've figured out a workaround I would very much appreciate some pointers.

I get a queue couldn't be saved error when creating the primary queue. Is there something I need to change in my OCR configuration? 

Thanks Francis, I forgot I already created a ticket for this issue earlier.

Does a trigger have to be created to send a CSAT survey or can we just use automations?

We have checked all network settings on our end and have found no issues. There seems to be a timeout that happens during calls resulting in loss of connection with callers, specifically our agents cannot hear the clients. How can we get this request escalated to help identify the issue?

Understanding missed and declined calls is crucial for inbound contact centers. Having this information readily available on the dashboard is extremely beneficial for immediate coaching and technical issue analysis.