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Erin from Newton's Avatar

Erin from Newton

已加入2023年12月14日

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最后活动2024年5月29日

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的最新活动 Erin from Newton

Erin from Newton 进行了评论,

评论Ticket basics

Why are phonecall tickets not included in this workspace/dashboard? How is this useful for a customer service team if the agent can't see phonecall tickets in their queue? (i.e. callbacks, voicemails that need returned, etc.)

查看评论 · 已于 2024年5月29日 发布 · Erin from Newton

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Erin from Newton 进行了评论,

社区评论 Feedback - Ticketing system (Support)

Barry Neary

Any updates on this one? Much like the OP, omnichannel routing and its features is fairly useless to our team structure without the ability to customize based on groups.

查看评论 · 已于 2024年1月11日 发布 · Erin from Newton

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Erin from Newton 创建了一个帖子,

帖子 Q&A - Objects, workspaces, and rules

I am attempting to set up omnichannel routing ahead of implementing skill-based routing for our team. I continue to run into an error preventing this. A screenshot of the error is HERE, and a screenshot of the current tag set up is HERE.

It looks like the platform thinks we still have chat live, although this was deactivated and we migrated to Messaging quite awhile ago. I've dug through every resources I can find to ensure chat is fully desctivated.

I have followed every instruction and troubleshooting guideline I can find within Zendesk resources and have hit a brick wall. I have also reached out to Zendesk help multiple times with no response. This is becoming a significant issue, as we need skill-based routing to be implemented and working well before year-end. 

Does anyone have any ideas??

已于 2023年12月22日 发布 · Erin from Newton

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