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Dana Martell
Incorporación 16 oct 2021
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Última actividad 19 jul 2022
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Última actividad de Dana Martell
Dana Martell hizo un comentario,
+1 this feature is a must have to track the success of our phone line IVR and forecast call volume shifts as we make changes to our menu
Ver comentario · Publicado 17 mar 2022 · Dana Martell
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Dana Martell hizo un comentario,
+1 to separate ticket access by brand
For compliance and regulatory reasons it is a necessity to be able to separate access to tickets by brand for each separate company managed in one Zendesk instance. Admins should be able to set agent access to tickets based on role for one, multiple, or all brands.
Ver comentario · Publicado 16 mar 2022 · Dana Martell
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Dana Martell hizo un comentario,
+1 - This should be an admin setting for the whole account.
Ver comentario · Publicado 13 sept 2021 · Dana Martell
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Dana Martell creó una publicación,
Zendesk should present the accept button when a chat is directly transferred to an agent (like how it is when transferred to the group/department).
Agents need to "accept" the chat and be notified with a sound a new chat has been assigned.
This is critical for our business as our agents who handle escalated issues do not spend a majority of their time in Zendesk. They have Zendesk open on another monitor and do not see the notification of a new chat. With no other notification, they are missing chats or keeping our customers waiting a long time.
Publicado 15 jul 2021 · Dana Martell
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