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Annie Baker

Adhésion le 16 avr. 2021

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Dernière activité le 23 janv. 2025

I'm a workflow coordinator for a web hosting call center. My primary focus is to improve the process for both agents and customers alike

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Dernière activité effectuée par Annie Baker

Annie Baker a ajouté un commentaire,

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

Wojciech Smajda, I would also like to know the answer to the question that Agnese posted. 

 

I would also like to know if there are any plans from Zendesk to further expand data in the concurrent chat dataset? 

 For example, when forecasting, it would be beneficial to see how many concurrent chats our support and customer service groups can average. We would also need this metric to be based on agents' available time and not just by the hour. 
 

Afficher le commentaire · Publication le 23 janv. 2025 · Annie Baker

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Annie Baker a ajouté un commentaire,

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

I agree, I'm having this same issue with no context as why

Afficher le commentaire · Publication le 03 mars 2023 · Annie Baker

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Annie Baker a ajouté un commentaire,

CommentaireWorking with articles in the knowledge base

Hey Zendesk, 

I see that you can change the color of text but is there a way to highlight the text? When you are looking to bring attention to information I find it easier to read text that is highlighted instead of colored font. It could also cause issues for customers that have vision impairments such as color blindness. 

Thank you

Afficher le commentaire · Publication le 21 mars 2022 · Annie Baker

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Annie Baker a ajouté un commentaire,

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

Hello Sarah, 

I have an additional question to this, currently the side conversation options are slack, child ticket, and email does Zendesk have any plans to expand the options? I think a great option to add to these options are chat side conversation. We have an escalation team and in order to track their contacts we have to use child tickets but for every response they have to use the status link instead being able to hit enter like in a chat. Please let me know if you would me to expand further on this topic, I would be happy to share our experiences. 

Best, 
Annie B.

Afficher le commentaire · Publication le 11 mars 2022 · Annie Baker

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Annie Baker a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

We set side conversations to a brand that doesn't use email signature and this was a huge change in side conversations that we would prefer be more of a chat conversation then an email conversations. I still wish ZD had the option of chat side conversations instead of just emails. 

Afficher le commentaire · Publication le 11 mars 2022 · Annie Baker

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Annie Baker a ajouté un commentaire,

CommentaireTicket automation and collaboration

With the move to agent workspace and chat conversations happening in tickets, does ZD plan on adding a child chat feature. The child tickets already works in a similar fashion to chat but agents have to update the status to post a comment. 

Afficher le commentaire · Publication le 08 févr. 2022 · Annie Baker

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Annie Baker a ajouté un commentaire,

Commentaire de la communauté Feedback - Voice (Talk)

Our company would like to also see this functionality added to Zendesk talk. Being able to limit call recording access to designated roles would be helpful with PCI compliance. 

Afficher le commentaire · Publication le 13 janv. 2021 · Annie Baker

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Annie Baker a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

We would also like to be able to hide the ratings from agents. The sentiment is the same for our company as well. It impacts agents moral and just isn't something that they need to see on the ticket. 

Afficher le commentaire · Publication le 12 janv. 2021 · Annie Baker

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