Martin Holmes

Comentário oficial

1. Comunidade
2. Feedback - Voice (Talk)
3. Zendesk Talk Live Dashboard Access restriction - default access for agent role

Hi Mario,My name is Martin and I'm one of the product managers for Zendesk Talk. I'd like to clarify that agents do not have access to the Talk live calls dashboard by default. However, there is a ...

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• Martin Holmes
• Criado 15 de novembro de 2023 16:59
• 0 voto

Comentário oficial

1. Comunidade
2. Feedback - Voice (Talk)
3. Satisfaction feedback survey over the phone

Hi, Thanks for your feedback. This item is currently not on our roadmap. I will add this item to our backlog for future consideration. One potential workaround is that you can continue to use Zende...

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• Martin Holmes
• Editado 7 de dezembro de 2022 09:27
• 0 voto

Comentário oficial

1. Comunidade
2. Feedback - Voice (Talk)
3. CSAT For Talk - Initiation upon end of call rather than ticket status

Hi Ronit, We do not have trigger functionality that can automatically send a CSAT email/text based on the call ending. One way it can send a CSAT email or text is based on the ticket status changin...

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• Martin Holmes
• Criado 16 de novembro de 2022 09:01
• 0 voto

Comentário oficial

1. Comunidade
2. Feedback - Voice (Talk)
3. Call and Voicemail Recording Deletions

Hi Monica, Thank you for the feedback. We are planning to make improvements in the area of agent roles and permissions in 2023 and we will take your suggestions on board. Thanks,Martin 

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• Martin Holmes
• Criado 26 de outubro de 2022 08:33
• 0 voto

Comentário oficial

1. Comunidade
2. Feedback - Voice (Talk)
3. More robust Talk metrics should be available such as hold time details, transfer details, and call transcripts

Hi Ronit, Thanks for the feedback/suggestions. These specific metrics are not currently something that we provide in our product. Calls are not recorded while agents do a warm transfer to another a...

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• Martin Holmes
• Criado 26 de outubro de 2022 08:29
• 0 voto

Comentário oficial

1. Comunidade
2. Feedback - Voice (Talk)
3. Feedback: Explore attribute "Call group is default" is Wrong

Hi Raphaël, The 'Call group is default' metric relates to the primary or "default" routing group associated with a phone number. This below article best explains how to configure the routing groups...

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• Martin Holmes
• Criado 6 de outubro de 2022 08:31
• 0 voto

Comentário oficial

1. Comunidade
2. Feedback - Voice (Talk)
3. Feedback: IVR SMS option

Hi Raphaël, Thanks for the feedback. We have no immediate plans to resolve the Textback from IVR issues you mention, but I have added your feedback to our product backlog for future review and prio...

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• Martin Holmes
• Criado 22 de junho de 2022 08:11
• 0 voto

Comentário oficial

1. Comunidade
2. Feedback - Voice (Talk)
3. SMS Company Name, Logo Icon and Checkmark for iPhone/Smartphone Messaging

Hi Will, Thanks for the feedback. We have no short term plans to work on this as unfortunately the technology is not there yet. However, it will be something we would like to implement once it beco...

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• Martin Holmes
• Criado 25 de maio de 2022 08:06
• 0 voto

Comentário oficial

1. Comunidade
2. Feedback - Voice (Talk)
3. Easier way to review text (sms) history

Hi Tyler,  Thanks for the detailed use case description. You are 100% correct - the text history page is not scaling well for high volume accounts. It's something we're planning on updating later t...

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• Martin Holmes
• Criado 25 de maio de 2022 07:59
• 0 voto

Comentário oficial

1. Comunidade
2. Feedback - Voice (Talk)
3. Block Numbers via the API

Hi,Thanks for reaching out!This is not something we are considering at present but we have added this to our backlog for future consideration. Can you help us understand the volume of numbers you n...

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• Martin Holmes
• Criado 20 de abril de 2022 08:43
• 0 voto