Martin Holmes

Comentario oficial

1. Comunidad
2. Feedback - Voice (Talk)
3. Talk AI Summarization issue

Hi Sean, Thanks for the feedback. Yes, please share some examples with the Zendesk customer support team. They will be able to escalate this to the correct engineering team. Thanks,Martin

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• Martin Holmes
• Creación 5 de diciembre de 2023 14:39
• 0 votos

1. Talk
2. Using Talk for voice
3. Using generative AI to create call summaries (EAP)

Hi Tickets Support, We are gradually turning the EAP on for all customers who signed up. I checked your Zendesk account and it was turned on this morning. You should be able to turn it on from the ...

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• Martin Holmes
• Creación 4 de diciembre de 2023 10:39
• 1 voto

Comentario oficial

1. Comunidad
2. Feedback - Voice (Talk)
3. Zendesk Talk Live Dashboard Access restriction - default access for agent role

Hi Mario,My name is Martin and I'm one of the product managers for Zendesk Talk. I'd like to clarify that agents do not have access to the Talk live calls dashboard by default. However, there is a ...

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• Martin Holmes
• Creación 15 de noviembre de 2023 16:59
• 0 votos

Comentario oficial

1. Comunidad
2. Feedback - Voice (Talk)
3. Satisfaction feedback survey over the phone

Hi, Thanks for your feedback. This item is currently not on our roadmap. I will add this item to our backlog for future consideration. One potential workaround is that you can continue to use Zende...

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• Martin Holmes
• Editado 7 de diciembre de 2022 09:27
• 0 votos

Comentario oficial

1. Comunidad
2. Feedback - Voice (Talk)
3. CSAT For Talk - Initiation upon end of call rather than ticket status

Hi Ronit, We do not have trigger functionality that can automatically send a CSAT email/text based on the call ending. One way it can send a CSAT email or text is based on the ticket status changin...

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• Martin Holmes
• Creación 16 de noviembre de 2022 09:01
• 0 votos

Comentario oficial

1. Comunidad
2. Feedback - Voice (Talk)
3. Call and Voicemail Recording Deletions

Hi Monica, Thank you for the feedback. We are planning to make improvements in the area of agent roles and permissions in 2023 and we will take your suggestions on board. Thanks,Martin 

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• Martin Holmes
• Creación 26 de octubre de 2022 08:33
• 0 votos

Comentario oficial

1. Comunidad
2. Feedback - Voice (Talk)
3. More robust Talk metrics should be available such as hold time details, transfer details, and call transcripts

Hi Ronit, Thanks for the feedback/suggestions. These specific metrics are not currently something that we provide in our product. Calls are not recorded while agents do a warm transfer to another a...

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• Martin Holmes
• Creación 26 de octubre de 2022 08:29
• 0 votos

Comentario oficial

1. Comunidad
2. Feedback - Voice (Talk)
3. Feedback: Explore attribute "Call group is default" is Wrong

Hi Raphaël, The 'Call group is default' metric relates to the primary or "default" routing group associated with a phone number. This below article best explains how to configure the routing groups...

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• Martin Holmes
• Creación 6 de octubre de 2022 08:31
• 0 votos

Comentario oficial

1. Comunidad
2. Feedback - Voice (Talk)
3. Feedback: IVR SMS option

Hi Raphaël, Thanks for the feedback. We have no immediate plans to resolve the Textback from IVR issues you mention, but I have added your feedback to our product backlog for future review and prio...

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• Martin Holmes
• Creación 22 de junio de 2022 08:11
• 0 votos

Comentario oficial

1. Comunidad
2. Feedback - Voice (Talk)
3. SMS Company Name, Logo Icon and Checkmark for iPhone/Smartphone Messaging

Hi Will, Thanks for the feedback. We have no short term plans to work on this as unfortunately the technology is not there yet. However, it will be something we would like to implement once it beco...

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• Martin Holmes
• Creación 25 de mayo de 2022 08:06
• 0 votos