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Talk: Call or voicemail from suspended user should create suspended ticket, not be lost to the ether

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Publication le 10 févr. 2025

We have a standard policy to suspend users from logging in due to inactivity or expiration of support contract. However, a suspended user may still submit a request via email, and when they do, the request is logged in suspended tickets where we can review and retrieve.

 

This does not happen with Talk however. A suspended user can still call our support line, and they are prompted to leave voicemail if no one answers, or if someone does answer, we need the message “cannot create ticket, suspended user, etc.”.

 

If the call is answered, and the requester is suspended, an agent can manually create a ticket, and potentially unsuspend the user so future calls result in ticket creation.

 

 

However, if a suspended user leaves voicemail, that recording goes…nowhere (according to a Zendesk support agent). There is no suspended ticket created, no way to see the call history, no way to retrieve the message.

 

This is very bad form as the requester fully believes they have left a message, and would expect a callback. We have received negative comments from our customers about this.

 

Why do the same rules not apply to Support and Talk?

 

If there is a setting somewhere that I have incorrect that would allow this, please advise me.


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3 commentaire

Officiel

image avatar

Ferran Barneda

Zendesk Employee

Hi Matthew Surowiec 

 

Thanks for sending feedback!

 

Suspended users will be able to leave voicemails. If you wish to block their numbers, you can block them by adding them to the blocked numbers menu in Talk.

 

We will add this request to our backlog for future consideration, creating voicemail tickets for suspended users.

 

Thanks,

Ferran

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Thank you - can you offer a timeline for when this might be implemented?

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image avatar

Francis Casino

Zendesk Customer Care

Hello Matthew! 
 
While we can't provide a specific timeline just yet, we promise to keep you updated, and you'll find all the information posted in our help center soon.

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