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Dana Martell

Entrou em 16 de out. de 2021

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Última atividade em 19 de jul. de 2022

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Atividade mais recente por Dana Martell

Dana Martell comentou,

Comentário na comunidade Feedback - Voice (Talk)

+1 this feature is a must have to track the success of our phone line IVR and forecast call volume shifts as we make changes to our menu 

Exibir comentário · Publicado 17 de mar. de 2022 · Dana Martell

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Dana Martell comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

+1 to separate ticket access by brand

For compliance and regulatory reasons it is a necessity to be able to separate access to tickets by brand for each separate company managed in one Zendesk instance. Admins should be able to set agent access to tickets based on role for one, multiple, or all brands. 

Exibir comentário · Publicado 16 de mar. de 2022 · Dana Martell

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Dana Martell comentou,

ComentárioGeneral questions about live chat

+1 - This should be an admin setting for the whole account. 

Exibir comentário · Publicado 13 de set. de 2021 · Dana Martell

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Dana Martell criou uma publicação,

Publicação Feedback - Chat and Messaging (Chat)

Zendesk should present the accept button when a chat is directly transferred to an agent (like how it is when transferred to the group/department).

Agents need to "accept" the chat and be notified with a sound a new chat has been assigned. 

This is critical for our business as our agents who handle escalated issues do not spend a majority of their time in Zendesk. They have Zendesk open on another monitor and do not see the notification of a new chat. With no other notification, they are missing chats or keeping our customers waiting a long time. 

Publicado 15 de jul. de 2021 · Dana Martell

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