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Dana Martell

가입한 날짜: 2021년 10월 16일

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마지막 활동: 2022년 7월 19일

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커뮤니티 댓글 Feedback - Voice (Talk)

+1 this feature is a must have to track the success of our phone line IVR and forecast call volume shifts as we make changes to our menu 

댓글 보기 · 2022년 3월 17일에 게시됨 · Dana Martell

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커뮤니티 댓글 Feedback - Ticketing system (Support)

+1 to separate ticket access by brand

For compliance and regulatory reasons it is a necessity to be able to separate access to tickets by brand for each separate company managed in one Zendesk instance. Admins should be able to set agent access to tickets based on role for one, multiple, or all brands. 

댓글 보기 · 2022년 3월 16일에 게시됨 · Dana Martell

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댓글General questions about live chat

+1 - This should be an admin setting for the whole account. 

댓글 보기 · 2021년 9월 13일에 게시됨 · Dana Martell

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게시물 Feedback - Chat and Messaging (Chat)

Zendesk should present the accept button when a chat is directly transferred to an agent (like how it is when transferred to the group/department).

Agents need to "accept" the chat and be notified with a sound a new chat has been assigned. 

This is critical for our business as our agents who handle escalated issues do not spend a majority of their time in Zendesk. They have Zendesk open on another monitor and do not see the notification of a new chat. With no other notification, they are missing chats or keeping our customers waiting a long time. 

2021년 7월 15일에 게시됨 · Dana Martell

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