Mike
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Votos42
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Publicações
Votos em atividade por Mike-
Feedback on Contacting Zendesk Customer Support
As a Zendesk customer, we often use Zendesk's help center. Many topics are well described in it. However, there are always constellations where Zendesk support has to be called in. Zendesk can now ...
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CSAT via SMS | How do we short the satisfaction url?
We did some testing to use the texting feature in Zendesk to send CSAT survey via SMS. Unfortunately, the {{satisfaction.rating_url}} is very long. This drives the cost per SMS. Therefore I would l...
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Zendesk Talk | Agent can Talk to another agent
Actual Agents can only talk together if they are forwarding a call. Requirement Agents would like to talk to another agent even there is no current call with a customer. This feature is very usef...
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first reply time - first answer is not a public comment but a call
User Story The customer sends his request by e-mail. The agent knows the phone number and he replies by phone to get some further information. The agent sets the ticket on "waiting" because the cus...
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Editing Team Members - All modifications should be in one place
PlanejadaI would like if I can make any changes for team members in admin center. But for know it is a bit confusing to switch between so many windows. Story: If I click on a team member in admin center, a ...
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Zendesk Talk: Signal / Tone when call is connected
Zendesk Talk plays an acoustic signal before an inbound or outbound call is connected. This signal can be heard by the customer and by the agent and cannot be muted or deactivated. We have some b...
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Zendesk Live Dashboard: Live Data by team and agent
RespondidaI am missing the feature to filter live data by team (not only group) and agent. Are there any plans to add such live data in the future? For example agents need to see which team (organisation) an...
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Sideconversation: Verify recipients email address
Agents can capture a contact in a side conversation that does not have an email address. The side conversation is created successfully. However, no email is ever sent. For side conversations via e...
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Agent must not be able to change his email address
We had an agent who accidentally overwrote his own email address with another.Thus, he locked himself out and authorized a foreign person. Requirement: It must not be possible for team members to c...
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How do you prevent agents from capturing public comments when the customer does not have an email address?
In some cases, no e-mail is recorded for the requester. Ex. for incoming calls or when a ticket is shared between two Zendesk instances. In this case, how can we make it visible to the agent that t...