Vor Kurzem aufgerufene Suchen
Keine vor kurzem aufgerufene Suchen

Jean Cesar Martínez
Beigetreten 16. Apr. 2021
·
Letzte Aktivität 22. Okt. 2021
Folge ich
0
Follower
0
Gesamtaktivitäten
16
Stimme
1
Abonnements
11
AKTIVITÄTSÜBERSICHT
BADGES
BEITRÄGE
POSTS
COMMUNITY-KOMMENTARE
BEITRAGSKOMMENTARE
AKTIVITÄTSÜBERSICHT
Neueste Aktivität von Jean Cesar Martínez
Jean Cesar Martínez hat einen Kommentar hinterlassen
Hi!
Let's say we have two Brands, therefore two HelpCenters and therefore two separate TicketForm; one for each HelpCenter. If for some reason a customer submits a ticket using the incorrect helpcenter and therefore the incorrect ticket form... is there a way we can switch the ticket form to the correct one in Support?
Kommentar anzeigen · Gepostet 16. Juni 2021 · Jean Cesar Martínez
0
Follower
0
Stimmen
0
Kommentare
Jean Cesar Martínez hat einen Kommentar hinterlassen
Hi @.... Yes. The way I see it is:
- Pending - Agent is waiting for the customer's reply. (i.e. pending for user response)
- Open - Customer is waiting for the Agent's reply.
- On-hold - is like an internal status that could mean whatever your organization wants. It is important to know that customers will see On-Hold status as Open from the HelpCenter. Agents will see it as On-Hold.
I hope this helps.
Kommentar anzeigen · Gepostet 13. Apr. 2021 · Jean Cesar Martínez
0
Follower
0
Stimmen
0
Kommentare
Jean Cesar Martínez hat einen Kommentar hinterlassen
These are the requirements:
1) A way to restrict queries to the users that created them.
2) Users should have the ability to share the query with other users if they want.
It is a problem for users to view queries they are not supposed to see, even more if the query is related to that user/group.
It also poses a reliability issue because there is a chance someone might change any user's query(on purpose or not) impacting the dashboard in which that query is being used.
Kommentar anzeigen · Gepostet 06. Nov. 2020 · Jean Cesar Martínez
0
Follower
1
Stimme
0
Kommentare
Jean Cesar Martínez hat einen Kommentar hinterlassen
I agree with Teresa. CSAT usually measures the customer experience for a particular support request that could have gone through different support agents. An agent could get scores (negative or positive) for something that could have been out of their control and therefore impact their productivity.
We have three levels of support, but usually the 2nd level is the one that interacts with the customer. If a ticket gets to 3rd level and stays there 1 week causing the customer to have a bad experience... when the ticket gets back to level 2, the ticket is solved and the customer leaves a Bad score based on the 1 week wait time... It is the level 2 agent who will see the score.
Either way, it seems the community agrees that the ability to hide is the answer. Please allow us to choose if we want our agents to see that score or not.
Kommentar anzeigen · Gepostet 22. Okt. 2020 · Jean Cesar Martínez
0
Follower
2
Stimmen
0
Kommentare