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Austin Beck
가입한 날짜: 2021년 4월 15일
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마지막 활동: 2021년 10월 22일
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님의 최근 활동 Austin Beck
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Good afternoon,
I would like to request the ability to be active in multiple groups which are assigned different Zendesk Talk numbers but have the ability to take individuals out of a specific phone queue without removing them from the group. At times we have individuals who float between departments and removing them from the groups is a nightmare with un-assigning tickets. I have managers who need to see all company tickets but also be available in a particular Zendesk Talk phone queue. Currently he can not get into queue because he would receive calls from his department and the other department groups he has to be in to see all company tickets.
2021년 8월 24일에 게시됨 · Austin Beck
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This is great news! Can you enlighten us as to when H2 is or when this functionality will be available? 2 years is a long time to wait and I am ready to leverage this data to drive our performance.
Thanks!
댓글 보기 · 2021년 5월 19일에 게시됨 · Austin Beck
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Good morning!
I am attempting to use triggers to to add verbiage to tickets regarding processes or regulations around certain request types. I feel as though there was once a comment/description option for triggers but I can no longer find this option. Is there the ability to have a trigger that will allow me to input internal note verbiage on a ticket based on the request type?
Thanks!!
댓글 보기 · 2021년 4월 19일에 게시됨 · Austin Beck
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Good afternoon,
I see the request to have more insight into agents logged time for Total Time online, Time available, Away Time and a few other metrics have yet to be developed. Is this not a possible upgrade considering the cost and purpose of Zendesk talk? The data is on the dashboard minus the away status time but is not accessible any other way and can not be exported. If managing a larger call center it is imperative to see the time each employee is spending in what status to ensure all parties are staying engaged during their shift. 3 years is a long time to not provide a viable update regarding the status of this request.
Thanks!
댓글 보기 · 2021년 3월 25일에 게시됨 · Austin Beck
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Good afternoon,
I attempted to use the Twilio article you provided and could not gain a clear understanding of how the outbound caller ID would be manipulated. I attempted to submit a request to Twilio but it requires a account ID which I do not have. Since our account was created with Twilio while setting up our Zendesk Talk number can you provide this in a secure manner to me?
Thank you!
댓글 보기 · 2020년 9월 14일에 게시됨 · Austin Beck
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I agree,
With the increase in the financial cost to use Zendesk Talk this should be an option. There seems to be little action to create a better service experience for Zendesk consumers. Zendesk, feel free to contact me to discuss this further.
댓글 보기 · 2020년 6월 04일에 게시됨 · Austin Beck
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Zendesk Team,
There appears to still not be a way to associate a caller ID with a Zendesk Talk number. This post was brought up 4 years ago and has had no traction it appears. Is this something you are looking at integrating into your system, ever? I submitted a request to find out how to complete this task and the best instruction I was given did not relate to my issue and was told to start a community post about it. Since this had already been done 4 years ago and there has been no update I feel this type of request continues to be overlooked. Is there some type of restriction that prevents Zendesk from associating a caller ID to a Zendesk talk #?
Thank you,
Austin
2019년 5월 15일에 게시됨 · Austin Beck
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