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67 results found

  1. Add ability for Zendesk Widget To Search All Open Tickets

    When a call comes into RingCX in the Zendesk widget, it searches for all open tickets where that customer is the Requester on the ticket and allows you to select one, which is great.

    However, it would be extremely useful if we could search for and select ANY Zendesk ticket. We VERY often get calls regarding tickets that are not from the Requester, and since we cannot select the existing ticket, we need to create a new ticket and merge it, which is tedious and messy. Being able to select any ticket from the widget and not being locked to…

    3 votes

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    Future Consideration  ·  0 comments  ·  Integrations & APIs  ·  Admin →
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  2. Visible/Vocal notification for commitments

    We would like to have a pop-up notification or an audible notification for the agent when a commitment pops up on the Salesforce softphone.
    Otherwise, if the agent is working somewhere else or has minimised their softphone, they miss the commitment, which is a bad customer experience.

    3 votes

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  3. Change State in PD

    Allow agents to change their state while they are in a pending disposition. Currently, they can't do this on the main home of the RC for SF integrated app. They must go into the 'call history' and change their state there.

    1 vote

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  4. RingCentral for SalesForce/RingCX improvement BYOT to provide Dynamic Voice Routing in SFDC

    The request is for BYOT to provide Dynamic Voice Routing w/in SFDC.

    2 votes

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  5. Caller ID- Feature Request

    When utilizing the Salesforce Engagevoice plugin for call center, we cannot see the CALLID on the call history tab. Please see the attachment. When troubleshooting call issues, we would like to have the ability to copy/paste the call ID into tickets, but this plugin on Salesforce doesn't have the option like we see in the EngageVoice website.

    2 votes

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  6. Easier authentication for new APIs

    Setting up and graduating API applications for every account that needs API functionality can be cumbersome.

    2 votes

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  7. RingCX for ServiceNow - ability to customize data mapping for the log call fields

    Currently the RingCX for ServiceNow embedded agent memorializes the call details to the "Additional comments (customer visible)" field. This field is visible by customers when they are accessing incidents within the Service Operations module. The customer wants the ability to have the call log data written to the "Work notes" field instead of the "Additional comments" field. It would be good to have this as an option that the customer can select which field is being written to.

    2 votes

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