Voice support

#How it works

1. A member joins the waiting room (voice channel).
2. A case #1, #2 … appears in the team channel with the buttons Claim, Comment, Transfer and Close – during support hours with a ping to the support team.
3. Claim: if you’re in a voice channel, ZoneBuddy moves the person to you. Otherwise into the first free support room – you get the link and join.
4. Comment keeps notes for the team, Transfer hands the case to someone else on the team (with a ping), Close ends it.

If the person leaves before anyone has claimed the case, it’s marked as “left”.

#Setup

Dashboard → Voice support.

• Choose the waiting room (voice channel) and team channel (text channel).
• Support team: roles that get pinged and may handle cases (empty = moderators).
• Support rooms: voice channels claimed cases are moved into.
• Support hours (optional): outside them there’s no ping; the person gets a direct message with the hours ({zeiten}).

#Statistics

In the dashboard you see for the last 30 days the number of cases, how many were claimed or left, the average waiting time and who claimed how many cases – plus the latest cases in the history.