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Dana Martell

Adhésion le 16 oct. 2021

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Dernière activité le 19 juil. 2022

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Dernière activité effectuée par Dana Martell

Dana Martell a ajouté un commentaire,

Commentaire de la communauté Feedback - Voice (Talk)

+1 this feature is a must have to track the success of our phone line IVR and forecast call volume shifts as we make changes to our menu 

Afficher le commentaire · Publication le 17 mars 2022 · Dana Martell

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Dana Martell a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

+1 to separate ticket access by brand

For compliance and regulatory reasons it is a necessity to be able to separate access to tickets by brand for each separate company managed in one Zendesk instance. Admins should be able to set agent access to tickets based on role for one, multiple, or all brands. 

Afficher le commentaire · Publication le 16 mars 2022 · Dana Martell

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Dana Martell a ajouté un commentaire,

CommentaireGeneral questions about live chat

+1 - This should be an admin setting for the whole account. 

Afficher le commentaire · Publication le 13 sept. 2021 · Dana Martell

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Dana Martell a créé une publication,

Publication Feedback - Chat and Messaging (Chat)

Zendesk should present the accept button when a chat is directly transferred to an agent (like how it is when transferred to the group/department).

Agents need to "accept" the chat and be notified with a sound a new chat has been assigned. 

This is critical for our business as our agents who handle escalated issues do not spend a majority of their time in Zendesk. They have Zendesk open on another monitor and do not see the notification of a new chat. With no other notification, they are missing chats or keeping our customers waiting a long time. 

Publication le 15 juil. 2021 · Dana Martell

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