Tobias Hermanns

Yes, please!

Hi Shashank,

thanks for feedback me.

I just want to tell you more about our use case, to understand it.

We´re working in a Team, with 15 people, doing Support.

We upgrade to Zendesk Enterprise Suite, so we´re now have a great "Omnichannel Support" experience.

However, our "small Team" is working very flexible and need to act on every Support channel at the same time.

That means, in worst case a Call Ring via Zendesk Talk, a E-Mail is assigned by Skill Routing and 2 Chat´s assign to Agent during the call ring or the Agent assist the customer on call.

It´s nice to have every module now available, but it´s really bad, that a Agent feel overload now, due to everything can come in at same time.

We want to build a short APP, which detect when a On-going chat is handle by Agent, Zendesk Talk will be "Paused" / "Offline" during that time, and when Chat is done, Talk will change to Online, and the same for Chat to Talk.

That´s why this feature is so important for us.

Right now the Agent manual change the status in Chat to Leave session or change Talk to Offlien, but with over 100 calls / daily, it´s hard to change all status manual and the whole day within the system.

So it would be very helpful in future, that Zendesk with all the tools they combine and bring into market, allow an Agent to work with everything, but not at same time, but keep the flexibility and not force us to use i.e. some calendar, which is in our team not possible.

Thanks!

/Tobias

Hi Shashank,

can you update us here  :)?

Hi Shashank,

can you make "near future" more visible?

Thanks.

Nicole

We´ve some case that we use "Next-Reply" SLA.

In case we send customer:

"Your appointment is confirmed tomorrow at 9am".

We put the case to On-Hold.

Now customer reply with:

"OK, thanks, got it..."

The case changed to open and "Next-Reply" will be active again.

1.) we can ignore SLA (KPI exclude need)

2.) we response bullshit again like "thanks for your thanks"

3.) We get any option from Zendesk to stop "Next Reply" based keyword detection or max sentence lenght, whatevwer.

Thanks.

Nicole,

we´ve since years E-Mail address per country

support@....de

support@...nl

support@...at

..

We know have experience with Zendesk Guide and develop our Self-Help Center.

So from now onwards, we want customer change mindset from send E-Mail directly with sometimes "stupid question" which can be directly found in KB.

So the way should be, that we force them using Web-Portal (Helpcenter) check KB, then raise a ticket and put all information in formular we create and we want to know before.

So we disable (remove) mails one by one from trigger.

In case of so many E-Mail adress we configured we´ve one "Priority Backup Trigger".

This trigger only set Prio to Low and send a "Request received".

If we can enhance this trigger with "not at" ... "blocked E-Mail" then we can fire only the Trigger for "support @... block with a Note "Please use Helpcenter in future"....

/Tobias

+1

We´ve a use case, where we want forward people to our Helpcenter and block Mail one by one...

By over 100 Mail address it´s hard to setup 98, instead of 2.

Hi Ramin,

we´re waiting also since March for this feature.

Is there any new roadmap for that now?

Thanks.

+1

We also need it.

We have "Gold Partner" they´re flagged in Organization.

I want do a View where showing me all "Gold" and their Agent.