Call Center

4 Comentarios

  • Nicole S.
    Zendesk Community Team

    Hey Nehemias - 

    Can you provide some additional details about your workflow? 

    When you say each agent has their own account, do you mean separate instances of Zendesk? 

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  • Nehemias Blanco

    Yes what i mean it's separate instances of Zendesk, Is there a way to transfer calls between them?

    Our objective is to have someone who receives all the calls and that person could decide to resolve the problem or give the call to the proper agent.

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  • Nehemias Blanco

    Here it is a little more explained:

    I want to know if there is a way to transfer calls from one Zendesk to another Zendesk instance, this is because we want to have a callcenter, someone (or more people in the future)  who could answer all of our calls and then transfer the call to the proper Zendesk instance,( because we have many brands in our organization, 1 instance per brand)

    We do not want that the call center could see or manage the tickets of the different brands only receive calls.

    Also and very important we want each agent only could see and manage their own tickets and no more.

    What can Zendesk offer, what functionality, package or add on do we need. And how to do it?

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  • Jessie Schutz
    Zendesk team member

    Hey Nehemias! Thanks for the additional detail!

    I'm going to have someone from our Sales team reach out to you to go over your needs in more detail. They'll be able to help you figure out exactly what you'll need to set up your workflow!

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