Michelle Zimmer

If light agents aren't able to update a ticket status, and an agent tags a light agent in an internal note then sets the ticket to pending, how is the original agent supposed to know the light agent added a comment if the light agent can't change the ticket status and the system doesn't change the status to open when a ticket has a new internal comment from a light user?

Widson Reis any news on the timeline for this in 2024 with Q4 right around the corner? We recently moved our B2B team into ZD with our D2C team also using it and hiding our consumer lines from them and vice versa to eliminate the risk of human error is going to be very helpful for us, thank you!

I would also like to see macro filters not clear, it defeats the purpose the filters to a degree

One of our agents asked for a flashing light yesterday as an accommodation because they keep missing calls unintentionally. A visual cue would be helpful for some agents who have sensory issues with their headsets and prefer to take breaks from wearing them when not on calls. This would be a great option, but I realize it's a big ask, so any ideas are appreciated!

When I want to quickly surface tickets with specific attributes like a tag it would be awesome to be able to click through the ticket results without having to go back and forth from the ticket view to the search list and keep track of my spot. 

This is a safety and security issue for your clients and their frontline teams. It's disappointing this has yet to be prioritized. 

@..., you quoted a few months at the beginning of September for an anticipated release. Please share an updated timeline of when we can expect this to become available. Thank you!

If they are moving the tickets from one agent's queue back to unassigned in order to then assign the ticket to themselves, unchecking the following ticket setting should help prevent it! Hope that might help :)  

We use this site to get quick info when we run into issues. It helps us know more immediately if it's a local network issue versus an issue on ZD's end. 

The last support ticket I submitted was on June 22 at 3:16 PM and I got my first reply on June 28 at 9:39 AM 😑 surely that had to have breached an SLA 🙃

Daniel Aron End of Q2 is right around the corner, how is this tracking?