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Barry Neary

Adhésion le 14 avr. 2021

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Dernière activité le 04 févr. 2025

Zendesk Product Manager

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Dernière activité effectuée par Barry Neary

Barry Neary a ajouté un commentaire,

CommentaireTeam members and groups

Hi Jennifer Morris / Sam 

 

Can you contact our customer support group to enable this for your account?

Afficher le commentaire · Publication le 04 févr. 2025 · Barry Neary

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Barry Neary a ajouté un commentaire,

Commentaire de la communauté Feedback - Chat and Messaging (Chat)

Hi

 

Currently you can restrict which custom statuses appear to which groups. This was introduced in 2024

Afficher le commentaire · Publication le 02 févr. 2025 · Barry Neary

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Commentaire de la communauté Feedback - Ticketing system (Support)

Hi Yvonne P. 

 

Do you have specific questions that we can help with?

 

Barry

Afficher le commentaire · Publication le 17 janv. 2025 · Barry Neary

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Barry Neary a ajouté un commentaire,

CommentaireRouting

HI Nico V 

The only way currently to do this is to leveage the Zendesk Agent Status API to make changes to an agent status and write some type of script to call these APIs. We are currently developing a bulk edit status capabilty that you can change several agents status with one call. (cc: Jenny Gillett )

Afficher le commentaire · Publication le 13 janv. 2025 · Barry Neary

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Commentaire de la communauté Feedback - Ticketing system (Support)

Hi Yvonne P. 

When you say ‘Agent has less than 3 open tickets - assign next 5 tickets ’ what exactly is the logic you are looking for?

 

Lets say the agent is one of several who are online in the group, presumably you want the tickets that are in the queue to be distributed to each of the agents on a round robin basis (rather than given one of the agents who has 3 open tickets to receive the next five from queue)?

 

I think we may be getting confused between ‘I want to distribute the tickets based on the round robin methodology’ vs. ‘I want OCR to work in the same way the third part round robin app does’.

 

Barry 

 

Afficher le commentaire · Publication le 13 janv. 2025 · Barry Neary

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Barry Neary a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Hi

 

Omnichannel routing currently has round robin as a routing option. If you select it, then rather than giving the ticket to the agent with the highest spare capacity, it will select the agent who has not received a ticket in the longest time. It will still respect the agents max capacity for that channel

 

Barry

Afficher le commentaire · Publication le 13 janv. 2025 · Barry Neary

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Commentaire de la communauté Feedback - Reporting and analytics (Explore)

Hi,  currently if you dont use routing queue you can build an Explore report showing how many tickets were assigned with the auto routing tag. With routing queues we plan to have historical reports that would show how many tickets were assigned from a particular queue. However in both cases if a ticket was manually assigned we cannot differentiate that from one that was auto assigned. We are looking into ways to plug that gap….

Afficher le commentaire · Publication le 03 janv. 2025 · Barry Neary

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CommentaireRouting

Hi Crystal Cisneros 

You could this using routing queues, but you would need to have agents 1 and 2 in a seperate group which is the primary group for the call routing queue and then the secondary group contain agents 3,4 and 5. The calls would only go to the secondary group if the primary one were not available

cc: Jenny Gillett 

Afficher le commentaire · Publication le 02 janv. 2025 · Barry Neary

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CommentaireRouting

Hi James Molina 

 

This is on the roadmap for early 2025

Afficher le commentaire · Publication le 17 déc. 2024 · Barry Neary

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Barry Neary a ajouté un commentaire,

CommentaireRouting

Hi Zach Gilbert 

Once a messaging session has been ended by an agent, the message is no longer routable - i.e. if you remove the assignee it wont be automatically be assigned to another agent in the group

We do have plans to allow these messaging tickets to be transformed into email tickets and they would be routable

Barry

Afficher le commentaire · Publication le 16 déc. 2024 · Barry Neary

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