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James Green

Beigetreten 15. Apr. 2021

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Letzte Aktivität 16. Okt. 2021

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KommentarLive chat agent guide

Am I reading this correctly that if you've migrated your chat tool into the agent workspace, there's no way to ban a customer? .... There's no solution to stop abusive bots/customers? 

Kommentar anzeigen · Gepostet 28. Aug. 2021 · James Green

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KommentarAdditional ticket channels

I agree with @... on this. I'm on this page because I'm currently watching a chat that's trainwrecking and I can't do anything to stop it besides ask them to send it to me via internal note.

Kommentar anzeigen · Gepostet 28. Aug. 2021 · James Green

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KommentarTicket management

It's funny, I spent some time thinking about it and think I'm going to do exactly what you're recommending, where I build a new view with just new and open tickets, and allow it to sort by request date. That way it sorts out the pending tickets on it's own. :) Thank you for the help! I'll be back if this gives me grief.

Kommentar anzeigen · Gepostet 03. Aug. 2021 · James Green

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KommentarTicket management

@... I think we're getting closer. I'm doing order by status and group by request date. It puts things in chronological order and sorts by status. However, my fear is that new will always sort first (as new tickets come in), and open tickets will never get addressed. Does that make sense? 

Kommentar anzeigen · Gepostet 03. Aug. 2021 · James Green

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KommentarTicket management

Ah, ok great. I changed order and group by, and made them both descending. I'm going to see if that changes the way they sort upon status change.

Kommentar anzeigen · Gepostet 02. Aug. 2021 · James Green

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KommentarTicket management

Hey @...,

Thanks for the assist. I mean being able to sort by new/open/pending... the only sort column that comes close is "updated", but I'd love for all currently open tickets to be sorted to the top of our unassigned queue, if that makes sense. 

Kommentar anzeigen · Gepostet 02. Aug. 2021 · James Green

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KommentarTicket management

Is there a way to sort by email status? I'm in the views edit page, and have a bunch of options for formatting the view, but I don't see status as an option. 

Is this a thing? :) 

Kommentar anzeigen · Gepostet 29. Juli 2021 · James Green

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KommentarTicket automation and collaboration

@... yea, I saw that article but didn't really understand what it was trying to tell me. 

If I wanted to split a certain number of macros into a group, would I just add to the title (name of group)::(name of macro) and it does it on it's own?

Kommentar anzeigen · Gepostet 26. Mai 2021 · James Green

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KommentarTicket automation and collaboration

@... interesting. I'd want all users to have access to all of the macros, but just have them organized differently (instead of just a large list of all macros created). Would that be what your third bullet is covering?

Kommentar anzeigen · Gepostet 26. Mai 2021 · James Green

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KommentarTicket automation and collaboration

We're serving a few different products, and I'm curious if it's possible to group macros into different "folders" per say, so folks can go to different folder groups depending on the product email they are servicing. 

 

I can't find anything that references the ability to do this, but it seems pretty basic and I assume I'm missing something. Can we do this with zendesk? 

Kommentar anzeigen · Gepostet 26. Mai 2021 · James Green

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