Zendesk Talk - Warm transfer to Agent groups

2 Comentários

  • Bonni Poch
    Ações de comentário Permalink

    We were trying to figure the same thing out this afternoon.  Without the warm transfer option for groups, we're at a disadvantage and the caller is basically put back into queue.  

    1
  • Bthomas
    Ações de comentário Permalink

    We have two tiers of Support.  If tier 1 can't answer a question, ideally they'd reach out to whoever is available in tier 2.  To make a smooth transfer to the new support agent in the group, it would be ideal to have a warm transfer so the tier 1 agent can provide context to the tier 2 agent.

     

    It would also be great if the ticket automatically gets transferred to the new agent instead of creating a separate ticket for the new agent.

    0

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