Keti

Hey guys!

I have a question regarding IVR behavior.

If I set an "Available Agents Greeting" (e.g., when a client presses 1, next they hear a message informing them that the call is being routed to an agent), does the phone start ringing on the Zendesk Agent interface immediately?

I was reading this article: What do the statuses of Zendesk Talk mean? and noticed that:

Abandoned in Queue- Caller hung up while waiting in the queue, caller hangs up during the initial available agents greeting before getting routed to an agent

Why is the ticket tagged as "Abandoned in Queue" if the greeting hasn't finished yet?

+1 to add this.

Thanks for sharing the workaround Rafa D.

Tested the below liquid markup and worked → Group assignment based on the custom field “numeric” value.

{
 "ticket": {
   {% assign field_value = ticket.ticket_field_123456789| times: 1 %}
   {% if field_value > 10 %}
   "group_id": 123456798
   {% else %}
   "group_id": ""
   {% endif %}
 }
}

In my case, the liquid markup checks the custom field value (numeric)

If value is >10 → Assign to “x” group

Else → Leaves it unassigned.

This is a great feature!

I completely agree with the feedback above.

Key considerations:

• End User Email Approval
• Multiple Approvers
• Triggers
• Reporting

Additionally, it would be great if approvals could be created using Macros. 
The logic would be similar as creating a macro with the action “Side Conversation via Email.”
 

This would make it much easier for agents by providing a pre-made template with the necessary data.

In our case, we use an Approval Workflow on an external platform, even though the ticket itself is in Zendesk. However, with the API, we could retrieve the approval email as a ticket field in Zendesk.

By leveraging macros and placeholders like {{ticket.ticket_field_id}}, we could automatically pass all necessary data into the approval step.

Either way, this is a great feature to have!

Hi Daniel! 

Thanks for the update - this is really useful!

What about the present options step?
I can't seem to find the option to translate the “options.” 
Am i missing something? 

Thank you!

It would be helpful if updates to the agent status could be reflected in the audit logs. Currently, there is no information available when someone changes the status of an agent.

Hi Walter!

Yes, exactly. We are using the messaging channel with a simple bot flow at the moment.

The reason I am trying to make this work is to avoid using the API call and branch condition in the bot. To explain it simply:

We are dividing the end customers/organizations into different plans (using tags and fields). 
For example: Plan A / B / C.

Based on these conditions, I want to provide a public answer through the bot based on the Plan.

By creating a webhook that provides a public comment to the ticket, I can use the plan conditions in a trigger to add a comment to the ticket. However, it should also be displayed on the customer messaging side.

I know this is possible using the API in the bot flow by calling the organization/user field as a value once the user contacts us, and by this using different bot answers / flows. However, this will require more time for us to develop, so I was thinking of a simpler workaround.

Thank you!
 

Hi!

Is there any way to enable the ticket public comment under the Web Widget Interface? (customer POV) .I initiated a Messaging ticket, Web hook works, comment is added within the ticket, but it is not displayed from the customer's point of view on the web widget.

Hi all!
I'm wondering if we have a similar metric for the talk dataset or if there's a formula we can use to achieve it?

I see there is the call wait time metric, but this includes the whole routing in queue between agents. What I'm looking for is a way to isolate the segment specifically for Agent X.

Example of the report:
Metrics:
Count Calls
Call Wait time (sec)
Rows:
Call Agent

When we see a value of "X" for Agent A in the Call Wait Time (seconds) metric, it appears to include the entire routing process between agents, including those who did not answer the call.

Is it possible to obtain only the time it took just for Agent “A” ?

+1 Thank you for mentioning it Josef Prandstetter

+1 It's essential to receive notifications.

We utilize side conversations (tickets) for inter-team communication. When Team A raises a ticket to Team B (side conversation), how does the team become aware that a ticket has been updated? Whether it's through a quick popup lasting a couple of seconds or refreshing the view to see the ticket status...

Current solutions:

Email: Although enabled, it's not practical as agents receive numerous personal and external emails.
Slack: Limited to channels and doesn't support direct messages.
Third-Party App: Additional cost involved.