Stéphanie Plavinet

Context: we want to remove the ability for agents to merge end-users.

Issue: within Roles, we can only say "View only", "Add, edit, and assume profiles in organizations they belong to" or "Add, edit, delete, and assume profiles for any end user". But these three criterions are not enough when we want to restrict the ability of merge end-users.

Need: we'd like a check box regarding the ability to merge or not end-users.

Context: with Zendesk Talk enabled, Omnichannel Routing allows to route only one call at a time (which makes sense).

Issue: Zendesk doesn't differentiate an incoming call from a call which were completed hours earlier, but became a written conversation. Consequently, we can't route tickets which were created initially from an incoming call, as if it was an email ticket. These tickets are not calls anymore and shouldn't be identified as Calls.

Example: Agent A answered to an incoming call but this call needs to be escalated to Agent B. Agent B is currently not available. Thus, Agent A needs to desynchronize the call. Agent A finishes the call with the customer and assign this ticket to Agent B. Afterwards, as soon as the Agent B comes back, the ticket can't be routed to them because Agent B is available via email only and not for Calls. This is a big limitation here, because even if the Agent B is Online for Calls, they will receive these tickets with completed calls, one by one, instead of getting assigned these tickets according to their capacity.
As I said, these tickets are not calls anymore and should be routed according to the Email capacity not Call capacity.

Hello, is it possible to have any ETA or visibility regarding this request? We are all waiting for several years now.