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Michael Penland

Beigetreten 15. Apr. 2021

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Letzte Aktivität 24. Mai 2023

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KommentarTicket basics

That’s Smart Tim! 😃

Kommentar anzeigen · Gepostet 24. Mai 2023 · Michael Penland

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KommentarTicket basics

Thanks! Now we need one-click switch between private/public instead of the drop-down. Draft mode is a good addition and adds the right friction compared to what the drop-down was designed for. Now the drop-down is just annoying. Is there a feedback forum topic on that yet? Thanks!!

Kommentar anzeigen · Gepostet 23. Mai 2023 · Michael Penland

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Community-Kommentar Feedback - Ticketing system (Support)

I agree with this but it is a design limitation defect and not a feature request.  This was a basic workflow functionality of classic workspace and now it's super inefficient.  Not only to agents have to copy/paste stuff across but they can also get private note drafts stuck in there and see save errors.  Thanks.

Kommentar anzeigen · Gepostet 25. Juli 2022 · Michael Penland

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Community-Kommentar Feedback - Apps and integrations (Platform)

This is all well and good for one to one proactive tickets with limited dimensions.

We want to notify specified contacts under organizations that meet various criteria.
- one main requester and others are CC’d on one ticket. Assume all contacts have “notification list” tag.
- tickets are created only when the organization has tags X and Y and Z.

Today we get individual tickets are user and have to segment based on contact tags not organization tag criteria.

Thanks!

Kommentar anzeigen · Gepostet 30. Nov. 2020 · Michael Penland

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Community-Kommentar Feedback - Ticketing system (Support)

Agree on @ mention tags for Slack in side conversations.  It technically kind of works if you have a simple call-out name but there isn't an auto populated picker.  For example @penland works in our organization.

Kommentar anzeigen · Gepostet 18. Nov. 2020 · Michael Penland

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Community-Kommentar Feedback - Ticketing system (Support)

+1 Segmenting channels and topics is needed, at least for sending public responses.  Primary use case is we don't want all of our agents to have the ability to send out public tweets.  Thanks.

Kommentar anzeigen · Gepostet 09. Sept. 2020 · Michael Penland

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Community-Kommentar Feedback - Voice (Talk)

Patrik - I personally wouldn't want it either, but agents ask for it to improve their experience.  It's more efficient for them than hunting for the answer button every time a call comes in.  

Kommentar anzeigen · Gepostet 31. Aug. 2020 · Michael Penland

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Community-Kommentar Feedback - Voice (Talk)

Ditto on this request. Thanks.

Kommentar anzeigen · Gepostet 28. Aug. 2020 · Michael Penland

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Community-Kommentar Feedback - Ticketing system (Support)

Agree. Nice to have feature that Desk.com supported 10 years ago.

Kommentar anzeigen · Gepostet 03. März 2020 · Michael Penland

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