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Mamantha
已加入2021年10月16日
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最后活动2025年2月14日
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的最新活动 Mamantha
Mamantha 进行了评论，
hi Sean，
thanks for your info.
actually, we can't use omnichannel routing, since it can't let agents in different group backup each other.
and we have so many customers from different countires, it means we need to create triggers for more than 30 countries, it's not handy for us. that's why we want twillo to control who will get through the number.
查看评论 · 已于 2024年7月25日 发布 · Mamantha
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Mamantha 创建了一个帖子，
we have different numbers/agent support different regions, but agents always receive calls from other countries, since different knowledge requirement, we need the feature let agents only receive calls from the region they support.
已于 2024年7月24日 发布 · Mamantha
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Mamantha 创建了一个帖子，
I need group routing to let agents backup each other, so I cna't use omnichannel routings, but for agent status and activity management, I need to create custom status to optimize our process. really a good featuer be able to use for all customers, not only for onmichannel.
已于 2024年6月06日 发布 · Mamantha
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Mamantha 创建了一个帖子，
I was told that the native ticket status column will display the custom status name in the UI, but upon export, it will only show the category name under which it falls. this is not good, since we cna't just check these custom status in system using EYES. we need to download report and check or analyse staus in bulk.
已于 2024年4月28日 发布 · Mamantha
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Mamantha 创建了一个帖子，
we find zendesk has duplicate user profiles if customer contact us by email the first time and by Whatsapp next time, agents don't know if customer contact us before if tickets history can't organized together, this is no good for our efficiency improvement, pls combine the profiles if it's the same customer. thanks
已于 2021年12月22日 发布 · Mamantha
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Mamantha 创建了一个帖子，
I find there are five attributes about tickets in agent's profile, can i add more, such as inbound or outbound call, brand etc. I was told that the Attributes that I see in the Agent's profile are native settings, It is created by our Developers and changing it will affect all our customers as well. I think on this issue all customers will prefer to see more attributes, it will be more helpful, and no harm to all customers.
已于 2021年11月04日 发布 · Mamantha
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Mamantha 创建了一个帖子，
we support different languages, how to set up to let the system's auto reply and survey questions to be the languages accordingly ,for example Portuguese. I believe many people need this feature, pls help to achieve it.
已于 2021年11月04日 发布 · Mamantha
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Mamantha 创建了一个帖子，
we want to buy local numbers in India and Vietnam, but we can't get it from zendesk, it's awkward since zendesk is the only platform we are using. I found there are many customers have the same needs, Zendesk should considering and help us to achieve it.thanks.
已于 2021年10月27日 发布 · Mamantha
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