Sheryl Doluna

Our office will be closed tomorrow for the holiday, and here I am, waiting for the clock to hit 11:55 PM PST so I can manually update the IVR greeting. It's 2025, and I’m still doing this by hand!

Is there any update on the feature request? Will this be added to the roadmap, or is the response we received back in 2022 still the final word for 2025?

+1

Hi! I created 7 test tickets and assigned them to 2 agents but no ticket was generated. 

Thanks for the response, Shawna James. We've tried omnichannel routing and that does not work for us so I turned it off. It would be good if we could report on the 4 default Talk status in Explore without turning on Omnichannel routing. 

Karen Hynes - The link to the announcement you posted on January 31, 2024, does not exist. Do we have an update on this one? 

I completely agree with the original post. Hopefully, Zendesk will listen to our feedback and prioritize this issue soon.

Good Day! 

Do you have placeholders for the “Customer Effort Score” survey? If there's none, how can I create an automation for CES surveys?

+1

Calculating two custom attributes will help me get the time difference between when the survey was sent and when it was rated.

How will I count the replies that are made to tickets that aren't assigned to the agent? Thank you.