Kevin Fisher

We had an Agent accidentally swap their primary email with an End User's email, and Zendesk has no way to prevent this action? That End User could have changed the login password and gained access to our system before we even realized this Agent had switched their email address by mistake. This is a huge security flaw, and I hope Zendesk will correct this asap. As Admins, we set up the Agent's accounts, so why can't we control their ability to change their primary email?

Hi Barry, we just want to make sure that customer's that email us first get a response first. Reps need to answer both phone calls and emails throughout the day, but we can't have them get assigned emails that could potentially sit in their queue all day unanswered. 

The play button prevents that, you get served only that email when you have a moment to do one, but Guided Mode is too blunt and applies to every view, which defeats the purpose. Reps can't even see their assigned open tickets without entering a guided view.

I'm thinking that Omnichannel with an email limit of 1 email served per rep is the best we can do at the moment, but it's not ideal.

We just switched to Guided Mode due to email cherry-picking, and were disappointed by the blunt approach this takes, applying to all views, with no admin control over this experience. The “your assigned tickets” view is clogged with 100 Pending tickets that our reps don't need to see, and we apparently have no way for them to access the 5 or so tickets that they actually have in Open or On-Hold and need to keep an eye on.  

Omnichannel routing will not work for us, since we are primarily a phone center, and some reps will be busy on the phones, get assigned emails, and those emails will sit in their queue all day before getting thrown back into the email pool when the rep closes Zendesk at the end of the day. We want to make sure that our customer's emails are getting answered on a first come, first served basis, and Omnichannel routing seems to too easily allow poor customer service practices.