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Erin from Newton's Avatar

Erin from Newton

Adhésion le 14 déc. 2023

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Dernière activité le 29 mai 2024

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Dernière activité effectuée par Erin from Newton

Erin from Newton a ajouté un commentaire,

CommentaireTicket basics

Why are phonecall tickets not included in this workspace/dashboard? How is this useful for a customer service team if the agent can't see phonecall tickets in their queue? (i.e. callbacks, voicemails that need returned, etc.)

Afficher le commentaire · Publication le 29 mai 2024 · Erin from Newton

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Erin from Newton a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Barry Neary

Any updates on this one? Much like the OP, omnichannel routing and its features is fairly useless to our team structure without the ability to customize based on groups.

Afficher le commentaire · Publication le 11 janv. 2024 · Erin from Newton

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Erin from Newton a créé une publication,

Publication Q&A - Objects, workspaces, and rules

I am attempting to set up omnichannel routing ahead of implementing skill-based routing for our team. I continue to run into an error preventing this. A screenshot of the error is HERE, and a screenshot of the current tag set up is HERE.

It looks like the platform thinks we still have chat live, although this was deactivated and we migrated to Messaging quite awhile ago. I've dug through every resources I can find to ensure chat is fully desctivated.

I have followed every instruction and troubleshooting guideline I can find within Zendesk resources and have hit a brick wall. I have also reached out to Zendesk help multiple times with no response. This is becoming a significant issue, as we need skill-based routing to be implemented and working well before year-end. 

Does anyone have any ideas??

Publication le 22 déc. 2023 · Erin from Newton

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