Bthomas

This is the top voted on feature request for zendesk talk.  its absolutely ridiculous that zendesk hasn't built it out yet, and its not even planned!

For a company that makes customer support software, you'd think they would support their own customers.  

 

 

This feature is definitely needed.  It's also very frustrating that when setting up Talk routing it makes it seem like it will go to all agents at once.  Even in the guides it makes it seem like that.  

 

 

We have two tiers of Support.  If tier 1 can't answer a question, ideally they'd reach out to whoever is available in tier 2.  To make a smooth transfer to the new support agent in the group, it would be ideal to have a warm transfer so the tier 1 agent can provide context to the tier 2 agent.

 

It would also be great if the ticket automatically gets transferred to the new agent instead of creating a separate ticket for the new agent.