Erin the mentor
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Atividade recente por Erin the mentor-
Hi Mike, Each and every time I observe an agent using Zendesk, I die a bit inside when I see they have Zendesk up on one monitor and email up on another—all to make sure they see important Zendesk ...
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Hi Pete, Yep! We renamed it, but otherwise it's the play-only agents feature you've been using. :) Best,Erin
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Hi all, I wanted to let you know that we've just launched a feature called Guided mode that is designed to help prevent agents from cherry-picking tickets. It is not a round robin model, but I thin...
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Hi Darron, Whoops! We're actually fairly close to launching a feature that... we're still naming. Right now I call it "Play-only" agents, and it basically lets you designate certain custom roles as...
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Hi Satia, It sounds like you're mainly trying to assist agents with next steps, is that correct? Just want to make sure I understand your use case. We don't have any plans to add the ability to add...
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Hi Will, You can add the on-hold status by going to Settings > Ticket fields and clicking edit next to the Status field. You should see a checkbox at the bottom of the page that allows you to enabl...
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Hi Kristin, Thanks so much for sharing your use case with us. I've actually been hearing an increasing number of customers talk about something very similar. Where our current restricted agent func...
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Hi all, Quick update. While there's still no movement on this in terms of actual work, we are narrowing in on a proposed solution we think would work nicely for this problem. It would allow you to ...
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Hi all, I'm going to bravely wade in here. I've spoken with a lot of you and even met a few of you (hi Matt!) in person over the years. First and foremost, we are reading, and we are listening. It ...
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Hi all, I'm curious to hear your use cases. What do organizations represent in each of your Zendesks? Why do you need to change the organization on a ticket? I'd love to hear more about this. Best,...