- English generally works well in WeChat, but help me understand “Services Messages”
Figure: “Service Messages” should definitely be sent in English
Use English for “Services Messages”
Rename from Events to History
Most systems seem to have a “History” feature… I could not find it on Zendesk. I was surprised when I discovered it was called “Events” instead.
Do you think a rename from Events to History would be a good idea?
The email template for Zendesk is not good enough
Figure: Zendesk email template
- We can’t remove the “## – Please type …”
- The “Task description” is limited
- We don’t have enough control over the Task description (ticket.description includes author, date and text).
It would be great to have two extra options:- ticket.description.body
- ticket.description.header
Can we have change history on the user screen?
Users are missing change history (called “events” in the ticket screen).
Can we have the ”Total support hours online and available” in the weekly report?
Is it possible to show the ”Total support hours online and available” in the below report?
Weekly Email Report – New field needed?
Note: If the agent is not online for 40 hours a week then there’s a problem.
Have a public suggestions site people can vote on
Can you consider a public suggestions site you can vote on?
E.g. UserVoice.com
Can we have “Biometric OR PIN”?
On Invixium | Access Rule we have “Biometric + PIN”…
Can we also have “Biometric or PIN” so if our fingerprint will not work we have a backup option?
Replace the pop-up for a small alert in the task tray
I felt like wasting my time with all these pop-ups since only a fraction of the calls we receive are from clients or serious leads.
For most of the calls received, no CRM action is needed because it’s a telemarketer, a recruiter, a wrong number, or a non-client. I would also have preferred if instead of a whole new window, a small alert appeared in the task tray… which if clicked would then open the CRM window, so you could choose when to use it, instead of having it forced upon you every time.
Don’t force me to open new CRM tabs when other people answer the call
I found the forced-opening of new CRM tabs every time anyone answered the phone was intrusive. Ideally, the pop-up would only open for the individual answering the call.
Why only “Microsoft Dynamics 2011”?
Zendesk only has an extension for Dynamics 2011.
I expect to see 2 more options: “Dynamics 2016” and “Dynamics 365”.
