Oleg S

+1 to previous comments. It should be definitely available by now @Nina Olding. 

This feature would help routing tickets based on the requester's email, as well as help to manage potential fraud or spam attempts without suspending tickets immediately. 

Hi,

I'd be great to break the seats by type: permanent and supplemental. It'll add the visibility of the licenses use and ease the licenses tracking. 

It can be only enabled once the team uses the supplemental licenses.

Currently, it's showing the total number of all seats types: https://prnt.sc/tlbLOp4qACL9 

Thanks,

Oleg

Hi,

The Chat is great, but there is a limitation on when to run the triggers in the Classic chat.

We are mostly interested in having a trigger condition "Since the last message is sent" and ability to set up time step. This condition could help us following up automatically (triggers) in any case there is any unresponsiveness from both sides:

- in case of visitors - it helps to ping them with a help of a trigger rather than having agents doing it once in a while.

- in case of agents - it helps to remind customers that agents are away investigating and will be with them shortly.

Currently, there is only workaround is to count X seconds from when the chat starts or 1st message sent. In this case the message can appear in the middle of an active dialogue.

Thanks,

Oleg

Hi,

This post/feedback is about Support Private Groups feature limitation in regards to the Suspended Tickets view.

When roles are limited to non-private groups, the Suspended tickets view is not accessible. This is noted in this article: https://support.zendesk.com/hc/en-us/articles/4408893392922-Viewing-recovering-and-deleting-suspended-tickets 

It would be great if the Suspended Tickets view appeared to all users and displayed suspended tickets available to each agent dependent on their access.

The Suspended tickets view is only available to agents with access to all tickets. Thus, if the user role tickets access anything apart from ALL, then they are not able to access the Suspended tickets views.

As an example, we have several agents with non-admin and non-private groups access roles. They work on reviewing the Suspended Tickets view to make sure those suspended correctly and we don't miss any 'good' tickets. With their roles permissions they can't access the view, unless expanded to view all tickets. 

Here is a screenshot of the tickets access permissions, with the only one enabling access to Suspended Tickets: https://prnt.sc/1ipzPtDb8gHh 

Thanks,

Oleg 

Hi Kat,

Re 2nd point:

- It'd be generally a great feature to have this option of adding the objects without even going to Sell, especially for our C-level staff handling communications directly with stakeholders. Having just an initial contact with stakeholders, they can pass these records onto the sales teams.

- It will help adding new objects without going through a list of suggested people in Communication section: https://prnt.sc/1sexszc, but rather on an ongoing basis (Once an email/call made, a new object is created).

- Some users are hesitant to connect the email due to data sensitivity in their emails. This is related to a possibility to make a human error and enable all/some confidential communication to other Sell users. These 2 really come together.

Another factor in addition to the previous bullet point, less impactful and more on our side of things (internal security policy) - we have to update passwords each 3 months not only in our email clients, but now in Sell as well. 

Thank you,

Oleg

Hi there,

Recently had a talk with Sell support reps and found out that 2 of these features which are demanded by our Sell users are not available in Sell:

1. Dashboard - Revenue widget - filtering and grouping by tags. This option is not available at the moment. We can only group by Time or Fields, and Filter by Fields only. 

Adding tags to filters would be a great help and will increase visibility for users, especially for C-level staff, who usually check the performance without going into details. 

This shouldn't be a big improvement from Sell side since the filters already there, it's just a matter of adding another attribute: tags.

 

2. Many CRMs provide an opportunity to create new objects (Leads, Contacts, etc.) by sending an email to a specific email address linked to the CRM.

This option is not available with Sell, and we are seeing a struggle from users side on using Sell as primary CRM and sales tools due to lack of this feature. They prefer the other CRM with that ability.

This would ease process of adding new objects when there is a hesitation on connecting email (privacy and human error issues). Currently, we are only able to update existing records by sending an email to specific address linked to existing records. 

Can we look into possibility of expanding that feature to creating new records as well?

Thanks,

Oleg