Problem: As a B2B company dedicated to personalized support, we receive >70% of our support requests via telephone. On the vast majority of these, we must go through the step of identifying the caller and changing the requester.
Root Cause: Most businesses establish a central number with a Caller ID to inform their customers who is calling them. This also means when these customers call for support, their Caller ID is passed into Zendesk, not the desk number for the individual caller. Therefore, Zendesk identifies only the person who is assigned the central number as their "direct line." Since many of our customers have quite a few end users who may call, changing the requester is a constant problem.
Support from Zendesk: We have been offered a number of work-arounds, such as making the organization an end user so that the system will identify the correct organization from the Caller ID and allow us to click on it to reveal the list of users. Unfortunately, this still does not reduce the effort to change the requester, since we still have to type the name of the person into the correct field.
Request: While we understand that this is a telephone issue not a system issue, Zendesk could make it a lot easier to deal with if it could 1) identify the organization (either because we have made it an end-user or from the Caller ID), 2) bring up a list of the organization's end-users sharing the caller id, and 3) allow us to click on the correct name and have it populate the "requester" field.
If anyone has come up with a better method, we would be very interested in hearing it. We would be grateful for Zendesk's consideration of this problem and potential solution. Thank you!
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