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Adrian Bishop

Beigetreten 15. Apr. 2021

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Letzte Aktivität 02. Aug. 2022

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KommentarTicket automation and collaboration

Hi,

This: -

 

Note: Follow-up tickets are not created if a side conversation within a child ticket is updated while the parent ticket is closed. For more information about the parent-child relationship of tickets, see About side conversation child tickets.

 

 

Is causing us a real problem, why does this not work???

Side conversation tickets are being responded to when the main ticket is closed but those replies are going nowhere. This is really poor, is there an alternative solution to this?

Kommentar anzeigen · Gepostet 02. Aug. 2022 · Adrian Bishop

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KommentarTicket editor, assignee, and requestor

Thanks for writing this article, we set this to agent view only to remove it from the submit a request form, we didn't expect this result.

Is this a bug? If not then the assumed feature seems ridiculous.

Kommentar anzeigen · Gepostet 29. Juli 2022 · Adrian Bishop

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Community-Kommentar Feedback - Voice (Talk)

Looking forward to being able to report on agent availability in talk, this is a much needed KPI in our business.

Kommentar anzeigen · Gepostet 07. Juli 2022 · Adrian Bishop

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Community-Kommentar Feedback - Ticketing system (Support)

Amisha Sharma

Hello. It seems to have improved but only in terms of reliability, you still can't distinguish between the sub lines and the main heading.



Kommentar anzeigen · Gepostet 23. Mai 2022 · Adrian Bishop

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Community-Kommentar Feedback - Ticketing system (Support)

+1 to this idea!

The user data app is cumbersome, native functionality should capture when a user has multiple unsolved tickets.

Kommentar anzeigen · Gepostet 24. März 2022 · Adrian Bishop

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KommentarAdditional ticket channels

Why can't we consult when transferring to a group?

1. We like to consult, it is polite and good etiquette.

2. If they don't answer, call may be abandoned when we could potentially try someone else.

This is poor functionality. 

Kommentar anzeigen · Gepostet 22. Feb. 2022 · Adrian Bishop

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KommentarTicket basics

Hi, we use support and talk mostly, one of the issues we have is when a customer calls us about an existing ticket, it always creates a new ticket which we then merge into the existing one, this is very messy. Could agent workspace improve this functionality?

Kommentar anzeigen · Gepostet 04. Feb. 2022 · Adrian Bishop

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Community-Kommentar Feedback - Voice (Talk)

I would like to see this in Explore so we can set targets for agent availability against missed calls/declined calls etc.

Kommentar anzeigen · Gepostet 24. Jan. 2022 · Adrian Bishop

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KommentarCall routing, greetings, IVR, and recordings

How does this work on the 'transfer only' status? If agents are 'transfers only' does this cause the same problem as 'away' status.

 

Kommentar anzeigen · Gepostet 21. Jan. 2022 · Adrian Bishop

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Post Feedback - Ticketing system (Support)

Hi,

It would be really useful to report on side conversation usage, e.g. who is regularly being contacted on side conversation tickets/emails.

Currently there is nothing available so any data would be a start

Gepostet 21. Jan. 2022 · Adrian Bishop

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