Michael Penland

1. Agent guide
2. Ticket basics
3. Writing drafts of public replies in tickets

That’s Smart Tim! 😃

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• Michael Penland
• Creación 24 de mayo de 2023 01:00
• 0 votos

1. Agent guide
2. Ticket basics
3. Writing drafts of public replies in tickets

Thanks! Now we need one-click switch between private/public instead of the drop-down. Draft mode is a good addition and adds the right friction compared to what the drop-down was designed for. N...

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• Michael Penland
• Creación 23 de mayo de 2023 14:43
• 1 voto

1. Comunidad
2. Feedback - Ticketing System (Support)
3. Agent Workspace: Keep content from internal note if changing to public reply

I agree with this but it is a design limitation defect and not a feature request.  This was a basic workflow functionality of classic workspace and now it's super inefficient.  Not only to agents h...

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• Michael Penland
• Creación 25 de julio de 2022 18:09
• 0 votos

1. Comunidad
2. Feedback - Voice (Talk)
3. Zendesk Talk - Outbound Call Greeting

Agree. we need to be able to set an outbound greeting. also see https://support.zendesk.com/hc/en-us/community/posts/1260801099370-Pre-recorded-greeting-at-the-beginning-of-the-call-that-clearly-an...

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• Michael Penland
• Creación 18 de mayo de 2021 18:25
• 5 votos

1. Comunidad
2. Feedback - Platform: Apps & Integrations
3. Proactive Tickets app - official feature request thread

This is all well and good for one to one proactive tickets with limited dimensions. We want to notify specified contacts under organizations that meet various criteria. - one main requester and ...

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• Michael Penland
• Creación 30 de noviembre de 2020 16:17
• 0 votos

1. Comunidad
2. Feedback - Ticketing System (Support)
3. Feedback on Side Conversations for Slack

Agree on @ mention tags for Slack in side conversations.  It technically kind of works if you have a simple call-out name but there isn't an auto populated picker.  For example @penland works in ou...

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• Michael Penland
• Creación 18 de noviembre de 2020 22:00
• 0 votos

1. Comunidad
2. Feedback - Ticketing System (Support)
3. Restriction on individual tickets or groups

+1 Segmenting channels and topics is needed, at least for sending public responses.  Primary use case is we don't want all of our agents to have the ability to send out public tweets.  Thanks.

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• Michael Penland
• Creación 9 de septiembre de 2020 17:05
• 1 voto

1. Comunidad
2. Feedback - Voice (Talk)
3. Auto Answer / Auto Accept Feature in ZD Talk

Patrik - I personally wouldn't want it either, but agents ask for it to improve their experience.  It's more efficient for them than hunting for the answer button every time a call comes in.  

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• Michael Penland
• Creación 31 de agosto de 2020 16:00
• 1 voto

1. Comunidad
2. Feedback - Voice (Talk)
3. Auto Answer / Auto Accept Feature in ZD Talk

Ditto on this request. Thanks.

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• Michael Penland
• Creación 28 de agosto de 2020 20:02
• 1 voto

1. Comunidad
2. Feedback - Ticketing System (Support)
3. Forwarding Emails to an external email

Agree. Nice to have feature that Desk.com supported 10 years ago.

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• Michael Penland
• Creación 3 de marzo de 2020 20:52
• 1 voto