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Stephen Whyte's Avatar

Stephen Whyte

Incorporación 20 mar 2023

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Última actividad 26 feb 2025

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RESUMEN DE LA ACTIVIDAD

Última actividad de Stephen Whyte

Stephen Whyte creó una publicación,

Publicación Feedback - Ticketing system (Support)

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

Our clients are asking that if some end users have access to view all of the tickets submitted in Zendesk, they also can listen to the call recordings. This will give them more insight into what is being requested and how issues are being relayed to support.

 

What problem do you see this solving? (1-2 sentences) 

The access to all recordings will provide the client with more insight into their support requests (internal training)) and eliminate the need for clients to request access to individual recordings via a new support ticket.

 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

End users make this request multiple times every month and create unnecessary admin work for our technical support agents to download and eail 

This problem happens on a daily basis. This is critical for our business as our agents get very hungry which affects their productivity and our customer satisfaction score. 

 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

When requested, we download the recording and email it to the client.

 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

I would like any end user with full access to all organization requests to also have the ability to listen to any recording, even if they didn't submit the ticket. They can click on the recording and listen to it just as the original requester could.

Publicado 26 feb 2025 · Stephen Whyte

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Stephen Whyte hizo un comentario,

ComentarioExtending Zendesk

Beatrice Bettini I'm struggling with the same issue. We recently migrated from Google Workspace to O365 and all of our documents have been converted and saved to Sharepoint. Now I'm trying to figure out how to integrate them into Zendesk.

 

If you've figured out a workaround I would very much appreciate some pointers.

Ver comentario · Publicado 03 sept 2024 · Stephen Whyte

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Stephen Whyte hizo un comentario,

ComentarioWorkflow best practices and recipes

I get a queue couldn't be saved error when creating the primary queue. Is there something I need to change in my OCR configuration? 

Ver comentario · Publicado 19 ago 2024 · Stephen Whyte

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Stephen Whyte hizo un comentario,

Comentario de la comunidad Feedback - Voice (Talk)

The request has been submitted via the product feedback template. Please go ahead and close this ticket.

Ver comentario · Publicado 16 jul 2024 · Stephen Whyte

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Stephen Whyte hizo un comentario,

ComentarioService Level Agreements (SLA), macros, and CSAT

Thanks Francis, I forgot I already created a ticket for this issue earlier.

Ver comentario · Publicado 10 jul 2024 · Stephen Whyte

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Stephen Whyte hizo un comentario,

ComentarioService Level Agreements (SLA), macros, and CSAT

Does a trigger have to be created to send a CSAT survey or can we just use automations?

Ver comentario · Publicado 10 jul 2024 · Stephen Whyte

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Stephen Whyte hizo un comentario,

ComentarioHow to get help with phone call problems in Talk

We have checked all network settings on our end and have found no issues. There seems to be a timeout that happens during calls resulting in loss of connection with callers, specifically our agents cannot hear the clients. How can we get this request escalated to help identify the issue?

Ver comentario · Publicado 02 jul 2024 · Stephen Whyte

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Stephen Whyte hizo un comentario,

Comentario de la comunidad Feedback - Voice (Talk)

Understanding missed and declined calls is crucial for inbound contact centers. Having this information readily available on the dashboard is extremely beneficial for immediate coaching and technical issue analysis.

Ver comentario · Publicado 13 jun 2024 · Stephen Whyte

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Stephen Whyte hizo un comentario,

ComentarioWorkflow best practices and recipes

Thanks Paolo , have a few tickets that are approaching first bump status. I'll keep an eye on those to see if the automation fires.

Ver comentario · Publicado 24 abr 2024 · Stephen Whyte

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Stephen Whyte hizo un comentario,

ComentarioWorkflow best practices and recipes

Not sure if anyone is watching this thread, but I could use some assistance with this process. The initial setup was successful, but since then I haven't seen any updates to pending tickets via this automation.

 

No changes have been made, so I'm confused as to why I never see any matching tickets.

 

Ver comentario · Publicado 23 abr 2024 · Stephen Whyte

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