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dschmidt

Adhésion le 15 avr. 2021

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Dernière activité le 06 déc. 2024

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dschmidt a ajouté un commentaire,

Commentaire de la communauté Feedback - Voice (Talk)

Unfortunately we are on Professional; multiple schedules would probably work if we were on an Enterprise plan. It would be nice if that was an a la carte add-on.

Afficher le commentaire · Publication le 24 août 2023 · dschmidt

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Commentaire de la communauté Feedback - Voice (Talk)

This is a challenge for us as well. Our approach is for admins to manually add and remove agents from the groups that correspond to the different numbers depending on coverage requirements. One issue with this is that when you remove an agent from a group, they lose ownership of any non-closed tickets they may have in that group, which can affect metrics.

Afficher le commentaire · Publication le 24 août 2023 · dschmidt

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dschmidt a ajouté un commentaire,

Commentaire de la communauté Feedback - Voice (Talk)

This warm transfer functionality is highly desired by our teams too.

Afficher le commentaire · Publication le 17 nov. 2022 · dschmidt

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dschmidt a créé une publication,

Publication Feedback - Ticketing system (Support)

When personalized replies are enabled (Enabling personalized email replies – Zendesk help), the setting applies to both end users and agents. Including the support address name after the end user name in the From: line on email notifications can falsely imply that the end user is a member of the support team associated with that support address.

I would like the option for this setting to apply only for agents, so email notifications triggered by end users do not include the support address name. Alternatively, the appended support address name for email notifications triggered by end users should include "reply via" or another customizable string.

For example:

From: Agent Name (Support Address Name)

vs

From: End User Name

alternatively:

From: Agent Name (Support Address Name)

vs

From: End User Name (reply via Support Address Name)

Publication le 23 août 2022 · dschmidt

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dschmidt a ajouté un commentaire,

Commentaire de la communauté Feedback - Apps and integrations (Platform)

Has anyone else seen an issue recently with the Assignment Control app where it activates immediately upon viewing a ticket, instead of only when the assignee drop-drown selection box is opened?

The result is that when viewing a ticket that is already assigned to a hidden group (by trigger, macro, etc), the assignee field is changed to blank ("-"), and the ticket cannot be updated without reassigning it to a non-hidden group.

This is happening for me in both Chrome and Edge.

Afficher le commentaire · Publication le 11 juil. 2022 · dschmidt

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dschmidt a ajouté un commentaire,

Commentaire de la communauté Feedback - Voice (Talk)

Agreed. It should be possible to limit playback of call recordings to Admins and Team Leads. It is bad enough that full Agents can listen to each other's recorded calls, but it especially complicates the rollout of Light Agents.

Afficher le commentaire · Publication le 26 mai 2022 · dschmidt

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dschmidt a ajouté un commentaire,

Commentaire de la communauté Feedback - Voice (Talk)

I agree. It should be possible to enable automatic recording of inbound calls without requiring manual customer opt-in, while automatic recording of outbound calls remains disabled.

Afficher le commentaire · Publication le 26 mai 2022 · dschmidt

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dschmidt a ajouté un commentaire,

CommentaireSetting up Talk

I suggest you add app.pendo.io to this list. I had problems with transfers / conferencing until I added that to my exceptions.

Afficher le commentaire · Publication le 29 avr. 2022 · dschmidt

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