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T.J. (ZenBros)

Entrou em 16 de abr. de 2021

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Última atividade em 26 de abr. de 2023

CEO & Founder of ZenBros https://www.zendesk.com/marketplace/partners/zenbros

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Atividade mais recente por T.J. (ZenBros)

T.J. (ZenBros) comentou,

ComentárioManaging Talk

2nd level IVR seems to not be accepting dialpad input.  It's getting a bit difficult to troubleshoot issues from the Partner level without a support path to engage on behalf of a Customer's account.  Please advise.

Repro:

  1. Press 1 to direct to 2nd level IVR
  2. Pressing any number does not trigger group routing as configured and redirects to Level 1 (Main menu) greeting.

 

Exibir comentário · Editado 26 de abr. de 2023 · T.J. (ZenBros)

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T.J. (ZenBros) comentou,

ComentárioUsing content publishing flows

Jennifer Rowe this is a HIPAA/BAA requirement.  A Global setting needs to be identified as a priority for Development, if Zendesk wishes to continue marketing to Customers who require HIPAA / HDS compliance.

Exibir comentário · Publicado 28 de mar. de 2023 · T.J. (ZenBros)

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T.J. (ZenBros) criou uma publicação,

Publicação Developer - Zendesk APIs
Most of the data inside of account settings is unmodifiable via API, which is the opposite of what is stated within the API reference.  Is this known?
 
Response when attempting to update settings:
 
X-Zendesk-API-WarnRemoved Params: Unpermitted parameter keys: '["settings.apps.use", "settings.apps.create_private", "settings.apps.create_public", "settings.apps", "settings.tickets.collaboration", "settings.tickets.agent_collision", "settings.tickets.maximum_personal_views_to_list", "settings.tickets.status_hold", "settings.tickets.rich_text_comments", "settings.tickets.assign_tickets_upon_solve", "settings.tickets.allow_group_reset", "settings.tickets.using_skill_based_routing", "settings.chat.enabled", "settings.chat.integrated", "settings.chat.available", "settings.chat.maximum_request_count", "settings.chat.welcome_message", "settings.chat", "settings.voice.enabled", "settings.voice.logging", "settings.voice.outbound_enabled", "settings.voice.agent_confirmation_when_forwarding", "settings.voice.agent_wrap_up_after_calls", "settings.voice.maximum_queue_size", "settings.voice.maximum_queue_wait_time", "settings.voice.only_during_business_hours", "settings.voice.recordings_public", "settings.voice.uk_mobile_forwarding", "settings.voice", "settings.twitter.shorten_url", "settings.twitter", "settings.user.time_zone_selection", "settings.user.language_selection", "settings.user.multiple_organizations", "settings.screencast.enabled_for_tickets", "settings.screencast.host", "settings.screencast.tickets_recorder_id", "settings.screencast", "settings.gooddata_advanced_analytics.enabled", "settings.gooddata_advanced_analytics", "settings.statistics.forum", "settings.statistics.search", "settings.statistics.rule_usage", "settings.statistics", "settings.active_features.on_hold_status", "settings.active_features.topic_suggestion", "settings.active_features.voice", "settings.active_features.facebook_login", "settings.active_features.google_login", "settings.active_features.twitter_login", "settings.active_features.forum_analytics", "settings.active_features.agent_forwarding", "settings.active_features.chat", "settings.active_features.chat_about_my_ticket", "settings.active_features.satisfaction_prediction", "settings.active_features.csat_reason_code", "settings.active_features.screencasts", "settings.active_features.markdown", "settings.active_features.bcc_archiving", "settings.active_features.advanced_analytics", "settings.active_features.insights", "settings.active_features.explore", "settings.active_features.explore_on_support_ent_plan", "settings.active_features.explore_on_support_pro_plan", "settings.active_features.good_data_and_explore", "settings.active_features.good_data_only", "settings.active_features.explore_forbidden", "settings.active_features.explore_not_set", "settings.active_features.sandbox", "settings.active_features.suspended_ticket_notification", "settings.active_features.twitter", "settings.active_features.facebook", "settings.active_features.dynamic_contents", "settings.active_features.light_agents", "settings.active_features.ticket_forms", "settings.active_features.user_org_fields", "settings.active_features.is_abusive", "settings.active_features.rich_content_in_emails", "settings.active_features.benchmark_opt_out", "settings.active_features.fallback_composer", "settings.ticket_form.raw_ticket_forms_instructions", "settings.rule.using_skill_based_routing", "settings.metrics.account_size", "settings.metrics", "settings.ticket_sharing_partners.support_addresses", "settings.ticket_sharing_partners"]'.

Publicado 17 de ago. de 2021 · T.J. (ZenBros)

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T.J. (ZenBros) comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Exibir comentário · Publicado 02 de ago. de 2021 · T.J. (ZenBros)

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T.J. (ZenBros) comentou,

ComentárioManaging Talk

Exibir comentário · Publicado 02 de ago. de 2021 · T.J. (ZenBros)

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T.J. (ZenBros) criou uma publicação,

Publicação Feedback - Voice (Talk)

Summary

Zendesk talk lacks the capability for custom attributes to be applied after a Requester has made an IVR route selection.

 

Current

Without the capability to apply custom attributes to inbound calls/tickets, based on Requester IVR route selection, best practices cannot be followed for common use-cases.

 

Example use-case (eCommerce / Retail)

The below use-case is one that usually identifies as an Urgent Priority request, as not executing this in the shortest time possible, will generally result in the eComm/Retail business having to ship a single order, twice.  While this can be executed by the creation of additional groups, it is not ideal.  In most cases, this is the exact same group of agents as the lesser-priority requests, such as "Where is my order?".

In short, the Group should be something like "Orders & Shipping Requests" with a custom attribute identifying which subtype/category the ticket is about, allowing logical conditions to execute.

Example - IVR Main Menu:
PRESS #1: "If you have questions about an existing order, please press 1"

Example - IVR Orders Menu (subroute #1)
PRESS #1: "If you need to make a change to your order, please press 1"
PRESS #2: "If you have questions about the location of your order, please press 2"

 

Expected (from example) - Press #1 (change order)

These calls/tickets require an urgent response, with the highest expediency in order to avoid potentially losing money on fulfilling the order (if they have to ship twice, due to the first order being shipped before the change was made).  

  • Apply tag / dropdown selection
  • Assign SLA policy
  • Assign priority
  • Assign Group

 

Current (from example)

Groups must be created, as they are currently the only support method to route inbound Calls/Tickets, assign SLA policies, set priority, select from multiple business schedules, trigger external alerts via webhook (extremely urgent, like medical), etc.

 

Highest functional impacts (without applying duct tape)

  • Triggers
  • Automations
  • SLA Policies / Prioritization
  • Business Schedules
  • Brands (rerouting from one brand, to a related brand, if desired, without needing the agent to select a separate brand upon answering the call).

 

Desired

The capability to select custom attributes, placed at the time of the Requester's IVR route selection, allowing for the following workflow optimizations and/or benefits to be implemented/configured:

  • Conditional routing / (sub)categorization that doesn't require the unnecessary creation of additional groups
  • Reduce the overall time-impact of requests made via TALK/phone channel
  • Reduce time/cost impacts
  • Enhance the Customer experience (prioritization)
  • Make it easier on agents (less manual work -- can focus on supporting the customer)

 

Risks/Negatives/Zendesk impacts

  • Development time
  • Potential bugs
  • API update will be required
  • Creation of new instructional knowledge content
  • Happier Zendesk Customers
  • Happier Customers of Zendesk Customers
  • :)
  • <3

 

Thank you for your review and consideration!

Publicado 02 de ago. de 2021 · T.J. (ZenBros)

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T.J. (ZenBros) comentou,

ComentárioWeb Widget (Classic) documentation

In full transparency, multi-brand chat functionality is in need of some serious love.  Not having the capability to configure brand-specific pre-chat forms is quite painful for those who have brand-specific agents.  Ducttaping triggers to assign the correct brand when a ticket is created from the Chat channel exactly fantastic either..

Exibir comentário · Publicado 10 de jul. de 2021 · T.J. (ZenBros)

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T.J. (ZenBros) comentou,

ComentárioSlack integration

Decided to give this a spin, disabling our custom Slack webhook triggers. If there is no identified method, please consider this a feature request:

Configuration of triggers to post to specific channels based on conditions.
Example:

 

Currently all added channels get blapped.

 

Exibir comentário · Publicado 30 de jan. de 2021 · T.J. (ZenBros)

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T.J. (ZenBros) comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

This alert notification needs to go away unless a user is attempting to add an agent with no license.  Its annoying and awful.

Exibir comentário · Publicado 30 de dez. de 2020 · T.J. (ZenBros)

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