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Amelia

Joined Jun 14, 2023

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Last activity Jan 16, 2025

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ACTIVITY OVERVIEW

Latest activity by Amelia

Amelia commented,

Community comment Feedback - Chat and Messaging (Chat)

Naina Mathur Is there any update on this?

View comment · Posted Sep 30, 2024 · Amelia

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Amelia created a post,

Post Feedback - Chat and Messaging (Chat)

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)

We would like Zendesk to add the assignee name as a condition in messaging triggers. Or provide the ability to use placeholders like {{assignee.name}}

 

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

Currently, when using the first response trigger, you can only set a collective shared name such as “Customer Support.” Ideally, we want to save our agents time by setting up a first response trigger after the ticket has been assigned, which will mention their name like 

 

Amelia: Hello, I hope you are well. You are speaking to {{amelia}}, how can I help you today?

 

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)

Everyday. 

 

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

We are unable to use the first response trigger, and we use shortcuts instead. This still takes time.

 

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

We would like Zendesk to add the assignee name as a condition in messaging triggers. Or provide the ability to use placeholders like {{assignee.name}}

Posted Sep 12, 2024 · Amelia

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Amelia commented,

Community comment Feedback - Ticketing system (Support)

Any update on this?

View comment · Posted Jul 19, 2024 · Amelia

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Amelia commented,

Community comment Feedback - Voice (Talk)

Thank you for your reply, Widson. It was my understanding that a number of upgrades would be made to the talk console this year. Has this now been delayed? Many thanks.

View comment · Posted Jun 19, 2024 · Amelia

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Amelia commented,

Community comment Feedback - Voice (Talk)

+1

View comment · Posted Jun 13, 2024 · Amelia

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Amelia commented,

Community comment Feedback - Voice (Talk)

+1

View comment · Posted Jun 13, 2024 · Amelia

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Amelia created a post,

Post Feedback - Voice (Talk)

 

With three different brands and multiple departments each having their own phone number, along with direct dials for agents, we currently have 73 phone numbers associated with our account.

 

When agents make outbound calls to customers, they often need to switch phone numbers depending on the brand they are calling from. While the new feature of searching for an outbound phone number is helpful, it still causes delays as agents have to navigate through or search among the 73 numbers.

 

If we could implement group-specific outbound phone numbers, agents would only need to select from a small dropdown menu, simplifying the process and speeding up calling a large customer list.

Posted Jun 13, 2024 · Amelia

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Amelia commented,

Community comment Feedback - Voice (Talk)

Hi  @...  is there any update on when this will be happening?

View comment · Posted Apr 25, 2024 · Amelia

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Amelia commented,

Community comment Feedback - Ticketing system (Support)

+1

View comment · Posted Apr 24, 2024 · Amelia

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Amelia commented,

Community commentZendesk EAP - Generative search in Help center

Will this eventually only be for customers who purchase the advanced AI add on? 

View comment · Posted Apr 18, 2024 · Amelia

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