Liz Drews

I absolutely echo Bill's feedback, and I have seen other comments in the community asking how to report on users or organizations specifically. 

A current use case is that I want to clean up our user and organization data to increase the efficiency of my Support group by comparing external data sources with what is living in Zendesk. The main issue is that I cannot report solely on organizations or users because there are no datasets for this. This gap that Zendesk has is limiting my ability to tell my executive leadership team a clean story about our highest or lowest contacting users or organizations or improve integrations to ensure valid data. 

I have been working to find and merge duplicate/same-person end-user accounts, and it has been a big fork in the road not being able to report on users without tickets. It means I must search within the Support product to find those users by name and then merge them.

Am I understanding correctly that there is no manual way to remove the external ID when actively updating a user profile?

@Sean Chuang, thanks for pointing out how the outside-of-business-hours calls function. The issue is that there is no app for my on-call person to use on their phone to receive the calls and access the ticket for notes or responses. With the call directed to a cell phone, no voicemail message is available if the on-call person is actively on a call, there is no transcription available for the calls, and there is no way for the on-call person to know it is a customer call when their cell rings. 

As mentioned, if using overflow, why isn't the off-hours IVR able to be used? Why not have the process be the same? In our case, selecting ‘1’ during business hours gets you to the Support group and ‘3’' to leave a voicemail. Why not allow this same setup during off hours? The visibility of Talk is significantly impacted by the inability to allow someone to be available for customers' off hours while also being able to leave the house. Upgrading the Support app or having a specific Talk app to take calls would be great. It could really help the efficiency of assisting customers to for agents and improve the experience customers have when calling during off-hours as well. 

Eugene Orman, it would be great to be able to set the color for a result on the not live data reporting. I want to show my c-suite the results and help them quickly consume the data. Allowing a KPI dashboard that is time-filtered to change colors based on the results, would be extremely helpful/

I'm curious if there is a way to select by year and Month to allow simple comparisons vs a list showing all.

During normal business hours, we use the IVR and Greetings to state where the customer has called, offer options to speak to support, leave a voicemail, or be directed to our company's main business line. 

The problem comes during off hours. 

We currently have an agent functioning on-call with their personal cell phone after hours. We have this manually set as the overflow number. The way Zendesk has this setup leaves no option for any greeting when using this setting. This means our customers call and have no option to leave a voicemail, but even more, they are not given the normal business hours greeting sharing that they have called our company.

There is no reason for the off-hours setup to function differently than during business hours other than the “talk number” could be updated to an external number within the IVR flow. Even better, allow Agents to use the Talk app to answer calls when they are marked as “on-call," or something similar. That would allow us to keep stats, better manage our current staffing and availability, and, more importantly, give our customers the experience they deserve.

If there is a Zendesk Product Manager that can speak to this, that would be extremely helpful.

Overflow has been difficult for us for this reason as well. At this time, during off hours, we have an agent functioning “on-call” and is set as the overflow number. Our customers have no idea they are calling outside of normal business hours, they aren't given an option to be routed to a voicemail or anything.

I'd like to see an “off-hours” IVR function that allows the customer to select the overflow number or voicemail. That way, the customer would know what is happening and be given the best choices to address their issue.