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Annie Baker's Avatar

Annie Baker

Incorporación 16 abr 2021

·

Última actividad 23 ene 2025

I'm a workflow coordinator for a web hosting call center. My primary focus is to improve the process for both agents and customers alike

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RESUMEN DE LA ACTIVIDAD

Última actividad de Annie Baker

Annie Baker hizo un comentario,

Comentario de la comunidad Feedback - Reporting and analytics (Explore)

Wojciech Smajda, I would also like to know the answer to the question that Agnese posted. 

 

I would also like to know if there are any plans from Zendesk to further expand data in the concurrent chat dataset? 

 For example, when forecasting, it would be beneficial to see how many concurrent chats our support and customer service groups can average. We would also need this metric to be based on agents' available time and not just by the hour. 
 

Ver comentario · Publicado 23 ene 2025 · Annie Baker

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Annie Baker hizo un comentario,

Comentario de la comunidad Feedback - Reporting and analytics (Explore)

I agree, I'm having this same issue with no context as why

Ver comentario · Publicado 03 mar 2023 · Annie Baker

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Annie Baker hizo un comentario,

ComentarioWorking with articles in the knowledge base

Hey Zendesk, 

I see that you can change the color of text but is there a way to highlight the text? When you are looking to bring attention to information I find it easier to read text that is highlighted instead of colored font. It could also cause issues for customers that have vision impairments such as color blindness. 

Thank you

Ver comentario · Publicado 21 mar 2022 · Annie Baker

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Annie Baker hizo un comentario,

Comentario de la comunidad Feedback - Chat and Messaging (Chat)

Hello Sarah, 

I have an additional question to this, currently the side conversation options are slack, child ticket, and email does Zendesk have any plans to expand the options? I think a great option to add to these options are chat side conversation. We have an escalation team and in order to track their contacts we have to use child tickets but for every response they have to use the status link instead being able to hit enter like in a chat. Please let me know if you would me to expand further on this topic, I would be happy to share our experiences. 

Best, 
Annie B.

Ver comentario · Publicado 11 mar 2022 · Annie Baker

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Annie Baker hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

We set side conversations to a brand that doesn't use email signature and this was a huge change in side conversations that we would prefer be more of a chat conversation then an email conversations. I still wish ZD had the option of chat side conversations instead of just emails. 

Ver comentario · Publicado 11 mar 2022 · Annie Baker

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Annie Baker hizo un comentario,

ComentarioTicket automation and collaboration

With the move to agent workspace and chat conversations happening in tickets, does ZD plan on adding a child chat feature. The child tickets already works in a similar fashion to chat but agents have to update the status to post a comment. 

Ver comentario · Publicado 08 feb 2022 · Annie Baker

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Annie Baker hizo un comentario,

Comentario de la comunidad Feedback - Voice (Talk)

Our company would like to also see this functionality added to Zendesk talk. Being able to limit call recording access to designated roles would be helpful with PCI compliance. 

Ver comentario · Publicado 13 ene 2021 · Annie Baker

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Annie Baker hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

We would also like to be able to hide the ratings from agents. The sentiment is the same for our company as well. It impacts agents moral and just isn't something that they need to see on the ticket. 

Ver comentario · Publicado 12 ene 2021 · Annie Baker

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