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Alison Cook

Beigetreten 15. Apr. 2021

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Letzte Aktivität 07. Dez. 2021

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Community-Kommentar Feedback - Ticketing system (Support)

Alina Wright Would this allow us to restrict certain Ticket Forms to only be visible to certain groups? We'd love to be able to allow specific groups view specific Ticket Forms vs. everyone seeing the entire list of forms available.

Kommentar anzeigen · Gepostet 16. Nov. 2021 · Alison Cook

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Community-Kommentar Feedback - Ticketing system (Support)

Kommentar anzeigen · Bearbeitet 16. Nov. 2021 · Alison Cook

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KommentarTicket basics

Hello,

Is there a concept to differentiate chat vs. support tickets in the new agent workspace? Our chat agents have to manually select "chat" in the comment section when they receive a chat. When I enable the "Non-email conversations are public by default" in Ticket settings, our support team then has to switch to 'internal note' when taking notes on a ticket. It is an extra step for either team using two completely different forums of communication.

Thank you!

Alison

Kommentar anzeigen · Gepostet 28. Jan. 2021 · Alison Cook

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Post Feedback - Ticketing system (Support)

We noticed today in the Agent Workspace that when we enable the "Non-email conversations are public by default" in Ticket Settings, the comment section is defaulted to chat/public reply (which is great!) however, all our other tickets are also defaulted to public reply. 

We'd love a way to be able to distinguish between a chat & a support ticket in order to default a chat reply vs internal reply.

Thanks!

Gepostet 27. Jan. 2021 · Alison Cook

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KommentarBusiness rules

Is there going to be a way to multiple select triggers to add them to a category? We have many triggers and individually updating will be a lot.

Thank you!

Alison

Kommentar anzeigen · Gepostet 27. Jan. 2021 · Alison Cook

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KommentarBuilding reports

Hello,

Is there an update on when the Agent status will be available i.e. How long were agents in invisible, away and/or ready? We'd like to most specifically know the average # of chats served/time in ready. The Avg daily Chat does not allow this because if an agent only works 4 days/week then their chat numbers look very low. Thank you!

Alison Cook

Kommentar anzeigen · Gepostet 14. Jan. 2021 · Alison Cook

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