Jose Resendiz
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Total activity80
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Last activity
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Activity overview
Latest activity by Jose Resendiz-
Jose Resendiz created a post,
Chat agent list added to main settings
In Zendesk's main settings, you can see what agents have talk, but you can't see which ones have chat. Need to add chat.
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Jose Resendiz commented,
Agent should have visibility of how long they have put a caller on hold. It's about baasic customer service. Hold time is a basic customer service phone metric; thus, the agent should have visibili...
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Jose Resendiz commented,
A high-profile client of ours is asking for this data.
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Jose Resendiz commented,
I like Zendesk, but for call centers, the Service Level % is a mainstay. There should be a report where you... Choose the phone line you want measured Enter the service level threshold (i.e. 20 se...
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Jose Resendiz commented,
Same here! We use a database system that we need to copy the email address from Zendesk User to then paste in our our database system to locate their account.
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Jose Resendiz created a post,
Visibility to agents assigned chat licenses
AnsweredI'd like to have visibility on which agents have chat licenses assigned from the Zendesk Admin screen. Chat needs be be more integrated into main product.
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Jose Resendiz commented,
Yes, we need it!
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Jose Resendiz commented,
Use case. Some tickets from specific clients or users need alerts to agents. I could use a trigger to add an internal comment alerting agent of special process for that client or user.
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Jose Resendiz commented,
Is there a size limitation to a file, particularly a wait greeting that may include music and wait messages for up to 10 min which is our max answer wait time before it goes to voicemail?
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Jose Resendiz commented,
What if I would like any user who submits multiple tickets to be auto-assigned to an agent? The criteria would be: 1) user is same & 2) tickets are open. I'd like to combine a user's tickets who em...