Amie Brennan

1. Zendesk updates
2. Announcements
3. Announcing IVR keypress tagging in Zendesk Talk for omnichannel routing

hey Rohan Gupta When will this feature be available for customers who DO NOT use omni-channel routing? There are probably more customers using traditional Talk compared to those who are using omni-...

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• Amie Brennan
• Création 30 novembre 2023 00:44
• 0 vote

1. Explore
2. ...
3. Building reports
4. Metrics and attributes for Zendesk Support

hey Rob Stack I think this guide needs to be updated to include the new AI attributes e.g Sentiment etc. :)

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• Amie Brennan
• Création 29 novembre 2023 00:09
• 1 vote

1. Apps and integrations
2. Apps and integrations advice and troubleshooting
3. Does Zendesk Support integrate with Azure Active Directory SSO?

hey Zendesk Team,  Looks like all documentation on the Zendesk Side that references Microsoft Azure will need to be updated in light of Microsoft changing its name. This will also mean the ZD UI ne...

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• Amie Brennan
• Création 22 novembre 2023 10:30
• 0 vote

1. Communauté
2. Zendesk Suite Q&A
3. Outbound SMS during IVR journey?

Hey Jerry, Everything you described above is totally achiveable with Zendesk Talk. Effectivly when the customer calls your client's number and goes through their IVR - that IVR is just going to for...

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• Amie Brennan
• Création 20 novembre 2023 12:46
• 0 vote

1. Communauté
2. Feedback - Ticketing System (Support)
3. Macro: Ability to Change Text Color/Highlight Color

+1 for this feature request.  The lack of this ability inside the WYSIWYG editor for macro creation (and other parts of Zendesk) means the WYSIWYG editor is not consistent across the entire Zendesk...

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• Amie Brennan
• Création 20 novembre 2023 10:06
• 0 vote

1. Communauté
2. Feedback - Voice (Talk)
3. Ability to see option pressed on an IVR

hey Rohan Gupta Is there any update on when the ability to report on IVR keypress will become available?  As a Zendesk Partner, I've got quite a few customers asking for this feature - without it, ...

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• Amie Brennan
• Création 7 novembre 2023 23:37
• 0 vote

1. Communauté
2. Zendesk Suite Q&A
3. Trigger

Hey Carmen,  You'd need to look at creating a trigger like the below: When the customer sends in the first request upon ticket creation, that would be classed as the first response. If the customer...

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• Amie Brennan
• Création 29 octobre 2023 05:49
• 0 vote

1. Communauté
2. Zendesk Suite Q&A
3. Add a native functionality to add public comments on a parent ticket from side conversations

Hey Contentful Team You can already do this. Check out the doc here: Creating side conversations Look for the subtitle: Adding ticket comments to a side conversation This should help you with what ...

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• Amie Brennan
• Création 25 octobre 2023 01:55
• 0 vote

1. Communauté
2. Feedback - Admin Center
3. Extracting Implementations as Excel

Hey, you should look at using Salto.io for this. They have a free version that can allow you to extract a copy of your ZD configuration. :)

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• Amie Brennan
• Création 19 octobre 2023 12:25
• 0 vote