Brecht Smit

We have multiple brands with multiple telephone lines.

 

In order to make it easier for our agents to help the customer; we would like to have a 'pop up window' appear when an incoming call comes , that show the particularities related to that brand; such as technical support email adres, technical support phone number for that brand; contact person for difficult questions; etc.... so our agents have this info directly on the screen, with each incoming call and can so help the customer much faster.

It's to avoid that you go to Zendesk, (you open it in your webbrowser), but you accidentally forget to put you 'available' (green phone icon).

Especially in the early morning, i have sometimes forgotten to do this, and after 15 minutes i realise i wasn't available.

SO a popup notifying me that i should go online/available will at least attract my attention and help to remind me to go online .

With chat icon we get this already in Zendesk, it pops up saying your chat hours are now active , please go online... 

This email sheduling works well if you don't use data filters on your dashboard!

Let's say you have a data filter for period you want to see the results: let say results of last month.

And another data filter to specify for which phone number or brand you want all your queries to show results.

The 'automatic' emailing pdf just exports all data since you start using Zendesk...not possible even to determine the data filters in a setting when configuring the email forwarding pdfs....

So no use at all. 
Also adding bookmarks aren't applied at all to this programmed email forwarding pdfs in Explorer.

So, this is really unusable!

 

 

 

Hi,

When i click on my views i created on tickets, we have tickets coming from different brands.

I want to colour the 'brand' name in the tickets overview.... To make it more stand out, they are tickets from different brands.

I want to give a green colour to one brand, a blue colour to the other brand.. (just the brand field i want to show coloured)

Thanks.

See picture attached

HI

I would like to be informed to go online status for phone, when business hours have started.

For chat i get that pop up message, but why not for the phone status (talk?)

Brecht

Okay, yes for Chat it does seem to send a popup message that opening hours are started for chat and to put you available.

I would like to have the same for TALK (phone status).

 

Hi,

Sometimes in  the morning, when i start working , i start Zendesk support and talk; but occasionally i just forget to put my status on available for calls (green status). 
So basically 15 min. later i realise this and i put it on green.

Can it not be an option that we can have a setting inside Zendesk that says: upon starting Zendesk session, put current user automatically available status for Talk and also for Chat?

Thanks!

Brecht 

Hi

We have three different brands, with each their own Zendesk Talk number.

For all three we have overflow activated if no agents are online, the calls get transferred to a backoffice collegue's mobile phone. He is just a standby person, doesn't has Zendesk and is no agent.

He just sees the original end user who called in, but he has no clue for which brand that end user has called (he doesn't see the Zendesk number that the end user has called...)

Is their a way to send this info to my collegue's phone ? Instead of showing the end user's phone number (which is an unknown number from the thousands of end users that can call), can you configure that it sends the brand's phone number (Zendesk talk number) instead?

At least in that way, that backup collegue can answer in the name of the correct brand, when pickup up the overflow calls..

Thanks!

 

Hello,

On my reports i have data filters on the top so i can  filter results for each Zendesk number we have in use. I made sure that the selected phone number in the data filter is shown under the filter itself.

Now their is no option to give an 'alias' name to the phone number displayed as selected data filter on the report. Our managers don't know all the Zendesk numbers by heart, so it would be nice if i could change the display of just the 'Zendesk number' to "Brand A phone number" or "Brand B phone number".

Some support agents at Zendesk said you can only change the display of attributes on the query level, but on my Dashboards i have more than 40 queries on different tabs. I don't see it feasable to go and change every query it's attributes.

Please provide a way to show an alias for the talk number in the Zendesk Explorer dashboard display!

Brecht 

In my reports i select a data  filter Talk number: and i select the zendesk number.

I also make sure to show (display) the choosen filter attribute on the report. 

So the manager who sees the report will see also which filter has been selected (the phone number will be visible under data filter)

Now instead of displaying that Zendesk number, which is a number the managers don't know by  heart; i would have preferred if i can make an 'alias' for this number ; let's say i 'll name the number Brand C phone number.

So in the report instead of the Talk number visible , it would nicely show : Brand C phone number.

And this for all the other numbers we have from Zendesk. 

Could this be implemented?

Brecht