Alen Stoicevici

I echo all the feedback in this thread and many others; it's basic functionality that shouldn't be kept behind the paywall of AI.

I simply want to add an internal note to the ticket for the agents if they attempt to solve a ticket whilst a particular tag still exists. I've had to resort to creating a trigger that if the tag still exists and the agent submits the ticket as solved, the trigger will automatically place the ticket on ‘Open’ status instead.

Having the note 'Please ensure you complete/close the callback" as an internal note will save unnecessary escalation to management.

Hello Martin,

Thank you for your response. However similar to the above response from Carter, if there is only a handful of agents available and they happen to miss the call for whatever reason, having the call disconnect is far from a great customer service experience.

Has Zendesk's position changed on this to at least allow the customer to utilise the automatic callback feature instead of leaving a voicemail? I feel like providing customers with choice is key here. forcing the call to be disconnected will definitely create a negative sentiment for our customers.

Regards,
Alen

We're also experiencing the same issue and have been advised by the Support Team to add a comment to this topic that we're experiencing the same issue.