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Digital Line & Authenticated Users

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Alan

Publication le 15 déc. 2021

It would be very helpful if, when a user initiated a digital line call while logged into our help center, that user's account were set as the ticket requester. Today, the call lists the requester as an unknown caller, and the agent has to manually update the requester based on info gathered in the call.

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    Officiel

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    Joey Barrett

    Zendesk Product Manager

    Hi Alan, 

    Thanks for taking the time to reach out to us! This is something we are currently looking into, while there is no timeline just yet for release, we will communicate widely when we do implement it. 

    Thanks,

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    Stephen Cassidy

    Hi - Any progress with this improvement?

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    Nathan Cassella

    Is there an update on this?

    Getting the requestor to input information into the system before getting to an agent would be a godsend and save my team a whole lot of time.

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