Thomas D'Hoe
I'm addicted to Zendesk. I have been working with Zendesk since 2013 and am proud of what we are doing with Premium Plus (Zendesk Master partner)
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Best Practice for Assigning Outbound Call Tickets (via Talk) in Zendesk Support
Introduction: This best practice addresses the assignment of tickets in Zendesk Support when making outbound calls. It provides an explanation that may not be found in the Zendesk documentati...
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Hi, When will this be available?
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Hi Barry, Thanks for letting me know. Looking forward to this. One thing I would add here, I wouldn't do it based on the offline status (only), but make it possible to do it on a custom agent stat...
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Hi Barry, yes we would like to
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Agent status: out of office with omnichannel
Hi, What if > an agent is sick our out of office for a longer period? There is no way in Zendesk to auto-unassign tickets from an agent based on a agent status. So, we should have the possibility ...
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Inactive message scenarios for assignment and capacity rules
There should be a way that as a company you can decide how to assign inactive message conversations. For now, they don't affect capacity, but for some organisations, the message ticket is the same...
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Hi, In your resolution step , the second bullet point > an admin can manually set all agent statuses to offline. How do you do that? Because for so far I know, this is not possible in Zendesk. Thomas
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Hi Orsolya Forster Correct me if I'm wrong, but custom help centres will need to be updated manually?
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How does language detection interact with messaging? Can the language of the end user be detected with messaging as you do with the web widget (classic)?
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Hi Ruben, You can use a button link to do that. https://support.zendesk.com/hc/en-us/articles/5133127616282#topic_ewh_2nm_nwb