Contact Center Knowledge Base Software Discussions

We have a small customer support team that handles the calls as well as emails from our customers and TalkDesk is a great addition to our workflow. It integrates really well with SalesForce and makes it very easy to have all the information's in one place and get better insights on the job that... Read more

After our soft launch, users have adopted the concept and are excited about Guru. However, content contribution has dropped off. Any suggestions or ideas how to re-engage high content contribution?

I found the audio notification forgettable... I would like it to be more dynamic, so it catches my attention. I am a kinetic person, so a combination of visual and audio cues would help me get through the process of using Support faster.

currently I send them from my email and mention our support mail in CC

Should I create a company email first to make use of Zendesk?

Why is the company so disconnected and disorganized?

If you embed some solution videos on the website that will help more zendesk users to find solutions regarding any problems. Because videos show the actual steps for the services we are looking for.

I need to review every function and formula so that I can build better reports.

On ServiceNow, we can split up tickets based on the team a user sent the ticket to - for example, our product team versus our infrastructure team. Can this be done?

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While I've to downgrade an user from "Staff" to "Contributor", it forces me to reassign all the tickets to other first, however, there are a lot of tickets, I can only select at most 30 tickets at once for reassignment. There is no way to select all tickets at once. I've to done multiple times.

There are many times that I want to close a ticket by clicking on the "Send and resolve" button and I want the client to mark it as Helpful but I can't cause they keep telling me that the "Was this reply helpful?" question isn't showing up. Why is this happening? It's weird cause sometimes it... Read more

Great tool to work with

Please let us know if there is any change in the notification feature. Also can we have few plugins for all browsers.

Hello I would like to know if there is any external which will allow for the backup or expport of data and metadata, that means users data and configuration. This will be useful for example to update a test environment from a production environment or to be used as a backup to be able to... Read more

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Do we see any changes or addition to the widgets and their modifications? As mentioned above this feature is already excellent however having more options and being able to add what we may or may not need on a daily basis is a huge plus

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Great company

I want to only make my knowledge article visible to members that have 311 complaints and questions. How can I do that?

how can you use Talkdesk to improve recruitment, training and working from home?

The way the information is structured could be optimized for improve the speed to find any information in the system. Sometimes I see that Guru is too stiffled, and it is bad.

Would love to have any feedback on the types of questions, any formatting tips, or ideas for the must-have templates that a Support team could benefit from

Would it be possible to implement a feature in live reporting wherein there's an alert or alarm if an agent was unable to answer or rejected the call? Co

I would like to understand how we can be more assertive about adherence when necessary to communicate to a large number of people.

This is to make sure proper disciplinary actions will be made to those agents that are not answering calls in a timely manner or for those who deliberately not answer the calls that comes in to them.

Better

I have had instances where I was respinding to messages and another agent took it before submission.

I'm having a hard time finding a way with automations or triggers to update the priority on a ticket by the number of updates from the requestor. Ideally, I'd like to move faster on tickets where the requestor has left more than one update since our support team's response. Trying to address... Read more

I am looking for a way to quickly track how chat is impacting my conversion rate on a daily basis

I'm curious what others have done to help manage ticket volume, especially if you allow for ticket creation via email. We get a lot of unnecessary tickets created by people who do not visit the self-serve help center first, or who just want to respond with a compliment to an email campaign. I've... Read more

At the moment, the landing page option are very limited. However, it would be good to add a FAQ sections, a most popular articles section or other features using "rolling updates".

If there was dark mode in the app, it would be even easier for me to use this app. When I work night shifts and when I feel a lot of fatigue, the white color on this application bothers my eyes and I lose concentration. The darker color of this app would help me a lot and I could focus much... Read more

I need to decrease the font size. It's too big and the app loads and crashes multiple times during my shift. Are there any fixes to it?

Me gusta sacar reportes de Zendesk para saber como se están comportando los agentes, mirar que indicadores se están mandejando como el tiempo de respuesta, la satisfacción, y la cantidad de tickets resueltos, entonces, quisiera saber como puedo elaborar mejores informes.

When are you going to roll out text transcription?

Please share more details on using the live chat instead of the chatbot to submit my requests.

cxvsHow do I merge a ticket when a customer has contacted us again in a separate ticket?

Would love the ability to make and take calls via the app if possible. Workin go n the go!

How do I make a form through ZenDesk that customers can securely provide personal information?

Just search Talkdesk in Google, you can also download the application o laptop or in mobile phone. And login or signup using your email address. Once done you can certainly go ahead and start calling to other countries in the world.

I would like to save messages for a later date so that I can return and call a customer again, but I do not want to keep the message in my primary box.

I'd love to be able to personalize it based on real-time scenarios. Sometimes having the ability to use your own status helps describe the situation a little more clearly to your team. I think it'd be helpful!

I just suggested if a highlighter could be possible.

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