Matthew Sammut

1. Zendesk updates
2. Announcements
3. Announcing enhanced custom role permissions for ticket deletion and redaction

Alina Wright though they are both destructive behaviour (which is in fact the reason we limit deletions) our agents should still be allowed to mark spam tickets and clear them from the queues. This...

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• Matthew Sammut
• Création 13 janvier 2023 07:45
• 0 vote

1. Zendesk updates
2. Announcements
3. Announcing enhanced custom role permissions for ticket deletion and redaction

I was very excited when reading your email notification about this update because we had been missing this option to mark as spam.... but then I realized deletions and marking as spam are still the...

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• Matthew Sammut
• Création 12 janvier 2023 08:31
• 1 vote

1. Communauté
2. Feedback - Voice (Talk)
3. Zendesk Talk: Allow Reporting on Agent Availability

Karen Hynes many people eagerly awaiting an update on this. Again IMO this should not be a planned feature but a mandatory function of your Talk module - is this close to completion? Can you keep u...

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• Matthew Sammut
• Création 12 décembre 2022 08:19
• 4 votes

1. Communauté
2. Feedback - Voice (Talk)
3. Zendesk Talk: Allow Reporting on Agent Availability

Karen Hynes any further news on this? as you can see by the flood of comments this is, frankly, a core function for support teams, we really cannot do without it

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• Matthew Sammut
• Création 27 septembre 2022 09:14
• 1 vote

1. Communauté
2. Feedback - Voice (Talk)
3. Zendesk Talk: Allow Reporting on Agent Availability

It does, thank you.

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• Matthew Sammut
• Création 1 avril 2022 09:28
• 1 vote

1. Communauté
2. Feedback - Voice (Talk)
3. Zendesk Talk: Allow Reporting on Agent Availability

Karen Hynes could you please be more specific? Does "core Zendesk states per channel" include the 3 scenarios I described above? or are these not available in version 1?

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• Matthew Sammut
• Création 1 avril 2022 08:40
• 0 vote

1. Communauté
2. Feedback - Voice (Talk)
3. Zendesk Talk: Allow Reporting on Agent Availability

Karen Hynes the highest KPI metrics on our list would be: 1. Online time (time logged in) 2. Time in an available state (total time where a user is available for a call/chat) 3. Time in an away/tra...

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• Matthew Sammut
• Création 25 mars 2022 12:29
• 4 votes

1. Communauté
2. Feedback - Voice (Talk)
3. Talk - agents remain available after missed call

Same here, any updates on this? Seems like a pretty fundamental feature which most other competitor products already have. "high on our backlog" posted back in 2018 does not give us much confidence...

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• Matthew Sammut
• Création 22 mars 2022 10:06
• 1 vote

1. Communauté
2. Feedback - Voice (Talk)
3. Zendesk Talk: Allow Reporting on Agent Availability

No idea why this would not be included from the start - online time and available time are core KPIs for any team lead or manager who is managing the availability of a support team. The data is the...

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• Matthew Sammut
• Création 22 février 2022 16:14
• 2 votes