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dschmidt

가입한 날짜: 2021년 4월 15일

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마지막 활동: 2024년 12월 06일

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커뮤니티 댓글 Feedback - Voice (Talk)

Unfortunately we are on Professional; multiple schedules would probably work if we were on an Enterprise plan. It would be nice if that was an a la carte add-on.

댓글 보기 · 2023년 8월 24일에 게시됨 · dschmidt

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커뮤니티 댓글 Feedback - Voice (Talk)

This is a challenge for us as well. Our approach is for admins to manually add and remove agents from the groups that correspond to the different numbers depending on coverage requirements. One issue with this is that when you remove an agent from a group, they lose ownership of any non-closed tickets they may have in that group, which can affect metrics.

댓글 보기 · 2023년 8월 24일에 게시됨 · dschmidt

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커뮤니티 댓글 Feedback - Voice (Talk)

This warm transfer functionality is highly desired by our teams too.

댓글 보기 · 2022년 11월 17일에 게시됨 · dschmidt

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게시물 Feedback - Ticketing system (Support)

When personalized replies are enabled (Enabling personalized email replies – Zendesk help), the setting applies to both end users and agents. Including the support address name after the end user name in the From: line on email notifications can falsely imply that the end user is a member of the support team associated with that support address.

I would like the option for this setting to apply only for agents, so email notifications triggered by end users do not include the support address name. Alternatively, the appended support address name for email notifications triggered by end users should include "reply via" or another customizable string.

For example:

From: Agent Name (Support Address Name)

vs

From: End User Name

alternatively:

From: Agent Name (Support Address Name)

vs

From: End User Name (reply via Support Address Name)

2022년 8월 23일에 게시됨 · dschmidt

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커뮤니티 댓글 Feedback - Apps and integrations (Platform)

Has anyone else seen an issue recently with the Assignment Control app where it activates immediately upon viewing a ticket, instead of only when the assignee drop-drown selection box is opened?

The result is that when viewing a ticket that is already assigned to a hidden group (by trigger, macro, etc), the assignee field is changed to blank ("-"), and the ticket cannot be updated without reassigning it to a non-hidden group.

This is happening for me in both Chrome and Edge.

댓글 보기 · 2022년 7월 11일에 게시됨 · dschmidt

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커뮤니티 댓글 Feedback - Voice (Talk)

Agreed. It should be possible to limit playback of call recordings to Admins and Team Leads. It is bad enough that full Agents can listen to each other's recorded calls, but it especially complicates the rollout of Light Agents.

댓글 보기 · 2022년 5월 26일에 게시됨 · dschmidt

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커뮤니티 댓글 Feedback - Voice (Talk)

I agree. It should be possible to enable automatic recording of inbound calls without requiring manual customer opt-in, while automatic recording of outbound calls remains disabled.

댓글 보기 · 2022년 5월 26일에 게시됨 · dschmidt

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댓글Setting up Talk

I suggest you add app.pendo.io to this list. I had problems with transfers / conferencing until I added that to my exceptions.

댓글 보기 · 2022년 4월 29일에 게시됨 · dschmidt

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