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Zendesk Talk | Agent can Talk to another agent
未计划
已于 2020年3月05日 发布
Actual
Agents can only talk together if they are forwarding a call.
Requirement
Agents would like to talk to another agent even there is no current call with a customer.
This feature is very useful for decentralized support organisations and agents at homeoffice.
User Story
The Agent at homeoffice has a question about his support schedule. He calls his supervisor to clarify his need and the possibilites.
- The Agent can see that his supervisor is online and available.
- The Agent calls his supervisor.
- Zendesk does not create a ticket in such case.
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7 条评论
正式
Widson Reis
Hi,
Unfortunately, this is something we are not planning for 2024. We do have it in our backlog and we will revisit it next year.
0
Stephen Hamilton
this is crazy!!
Why can agents not call each other??
Where is the logic with this policy
Please make this available urgently.
1
Donavon Hilligoss
It's literally called TALK. Seems to me this would be first-tier functionality.
1
Sara Jensen
I agree that this opportunity is a must-have in the TALK feature - especially now that we are still in Covid-19 times and many agents work from home??
1
Sam Collins
Yep we would love for agents to talk to each other in app just the same as forwarding. This seems like basic functionality.
1
Rina
Agree with other posters, especially now that working from home is more common than ever. It just makes sense!
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Robert Delbueno
I agree. Badly needed feature.
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