Audrey Beukenkamp

This is slightly unrelated, but I could not locate a post/thread that addresses the topic of embedding images?  For example, we would like to place a graphic image into one of our triggered auto responses.  Does a partner app have a solution for this? 

Hello Dave or ZD, 

I was searching the community for reports of this issue and came across this thread. 

We have experienced a similar issue.   Call forwarding is enabled to route to the agents Verizon mobile iphone for incoming calls.  The incoming call shows on their browser but does not ring to their mobile device NOR allows them to accept the call on the browser screen.  The call then rolls to the next available agent and accrues a missed call in our data.  

This same agent does not seem to have issue when calls are transferred to her; only for new incoming calls.  

We have confirmed that Focus mode is not enabled.  We have confirmed that the agent has access as an agent to Talk and all other agent profile settings correct.   We have also cleared cookies, use Chrome, and reset regularly.  

Is there another setting to enable/disable?   In the least we want to report that our system's agents (multiple agents) experience this periodically. 

+1 from our business too.  My need is that I need Admin rights, but also to listen to live calls.  Why would an Admin (who is a higher level of access) not have the ability to listen to live calls too?  If I change myself to a Team Lead then I do not have the Admin rights needed to adjust settings in the system.  Can Zendesk provide access to listen to live calls to those who are Administrators?

Thank you for this post.  I had the same question and wish there were a feature to have a few music options within the default for Zendesk.  That would be a welcome addition and I wanted to share the suggestion.  

This would be such a helpful attribute.  We currently have no way to reference available/ready; away; and offline modes per agent, historically, to maintain accountability. 

While we received tickets for abandoned calls in Queue.  Our abandoned rate in IVR is significant.  It would be useful to have a ticket created for all abandoned calls: IVR, Queue, Hold, VM with reference to the contact number and timestamp of that call.  Is this something that can be added to Zendesk?