Denis Oskolkov

Sarah, thank you for your reply.

To make sure we are on the same page with regard to the workaround. You are suggesting a separate paid service, to compensate for lack of feature parity between Chats and Messaging. Did I get you right?  

I believe a feature to prevent accidental dialing would greatly enhance the user experience. Perhaps a confirmation prompt could be implemented before initiating a call when 'Call' is selected. Alternatively, Zendesk could configure the dialer to open without initiating the call when 'Call' is clicked and a phone number is on record. The call would then only start when the 'Call' button is manually pressed.

Looking forward to hearing thoughts on this from the Zendesk team and the community.

Hello everyone,

Currently, Zendesk Talk Dialer provides keyboard support for entering the initial phone number, which is a great feature that enhances our efficiency. However, when it comes to interacting with an IVR system during a call that requires input, we find that the keyboard functionality is not available. Main use case, calling into a Zoom room. The only way to navigate through the IVR system is to use the mouse to click the buttons on the dialer.

While this method gets the job done, it is significantly slower compared to using a keyboard. As you know, in a customer support environment, every second matters. The time difference between using a mouse click and a keyboard can impact our customer service delivery and overall productivity.

I am sure that other members of the Zendesk community also share this concern. I believe that extending keyboard support to the whole process in the Zendesk Talk Dialer, especially during IVR interactions, would greatly enhance the user experience and service efficiency.

We would greatly appreciate it if the Zendesk team could take this feedback into serious consideration and provide a response regarding potential solutions or planned updates to address this issue.

Thank you in advance for your attention to this matter.

Hello Zendesk and Everyone,

I wholeheartedly agree with the above message. In this digital age, automation should be leveraged to handle repetitive tasks and ensure compliance with regulations such as GDPR. The necessity for agents to verbally state that calls are being recorded every single time feels both redundant and prone to human error.

An automatic pre-recorded greeting for outbound calls is not just a "nice-to-have" but an essential feature that would greatly assist in maintaining compliance and efficiency.

Looking forward to seeing progress on this issue. Thank you.

Best regards,

Strongly in favor of this simple automation/action being added. Enabling all staff to make internal notes after each unsuccessful outbound is inefficient and leave room for human error. 

Use case: monitoring agent/messaging activity through the day. 

Context: We have 3 chat departments groups. We historically monitor the chat load and distribute resources if a certain department gets too busy. This was easily done in legacy chat view, screenshot for reference below. There are no more departments, yet the point stands. 

After migrating to ZD messaging, because there are no more departments for messaging (now based on groups), legacy chat overview is not as useful for us. We tried using Explore to meet our needs. The good news, you can filter by group, bad news, it requires extra clicks. In addition to that, the main issue that one needs to drill in to see breakdown by agent. And rinse, repeat for each of the groups. 

ZD support team confirmed that "Live data is fairly limited and there is no documentation or article around these metrics and attributes being modifiable to add the list directly into a dashboard without needing to drill into it. "

So the ask is, please, make it possible to build reports based on the drill-in data, in our case, that's agent online status in groups. 

Currently, we rely heavily on Zendesk for our crisis/outage management, and the accuracy of incident ticket number/rate is paramount. However, we've noticed a significant hurdle in the way incident lists are updated. Unlike the dynamic nature with any ticket queue, the incident list does not update in real time. This requires us to manually refresh the page to ensure accurate and up-to-date information, which can prove to be a bottleneck during critical moments.

During crisis management, time is of the essence, and any delays or potential errors in decision-making can have far-reaching consequences. Our team strongly believes that introducing real-time updates to the list of incident, linked to the problem, similar to how any queue behaves, would greatly enhance our ability to respond swiftly and accurately. 

Appreciate the prompt response! 

I'm looking into mentioned vendors to see if they can address what we are looking for. 

While we of course leverage SLAs, the use case is narrower here. I'm looking into ways how we can improve our AHT adherence. Specifically, in addition to the ZDs timer app, a proactive reminder for agents to inform that they've been looking at a ticket for 20-30 minutes with no change in the ticket. The hypothesis is that such a reminder, will invite agents to take a different angle on the ticket at hand (using internal policies / mechanisms) which will, in turn, contribute to reducing AHT. 

I couldn't find any API support for ZD's timer app, could you please confirm there is none? 

Hi everyone,

I'm looking to implement the following scenario: 

When a ticket is open, time tracker automatically starts. 

If there's no public/internal comment made within X minutes, an alert is sent to the assigned agent. 

We are using ZD's time tracking app https://www.zendesk.com/marketplace/apps/support/35111/time-tracking/ , sadly, it doesn't have alerting capabilities. Could the data from the said app be used to build a custom integration? Or perhaps there's a ready solution that I can't seem to find on the marketplace.

Any help / direction will be greatly appreciated. 

Same question, any chance you can give users control over follow-ups? It's been a while...