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Derek Feswick

Beigetreten 13. Mai 2021

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Letzte Aktivität 19. Mai 2023

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KommentarTeam members and groups

It appears that if a person belongs to our US group and receives a chat, they are not able to transfer it to a member of another group (say, the Canadian Group) - the chat is cut off and the interaction comes to a close. Is this the expected behaviour? Can we not hand off chats between groups?

 

Kommentar anzeigen · Gepostet 19. Mai 2023 · Derek Feswick

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KommentarAdditional ticket channels

Appreciate the reply - I did figure it out eventually :) ...created a new group for Chats and now we're able to transfer without ending the conversation. Thanks!

Kommentar anzeigen · Gepostet 03. Apr. 2023 · Derek Feswick

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KommentarAdditional ticket channels

transferring the chat to another agent seems to close the chat for both parties - def not ideal. What's the workaround or solution for this please?

Kommentar anzeigen · Gepostet 30. März 2023 · Derek Feswick

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KommentarTicket basics

All of the shortcuts we'd previously added don't appear to be available... do we need to recreate them all as Macros? Was handy to simply start typing and have suggested shortcuts pre-populate- has this disappeared?

Kommentar anzeigen · Gepostet 24. März 2023 · Derek Feswick

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KommentarBusiness rules

We have schedules set up in ZD but still have to manually open and close our phone lines... is there a way to automatically have the 'our office is closed' messaging turned on in IVR according to this schedule? Thanks. Derek

Kommentar anzeigen · Gepostet 07. Apr. 2022 · Derek Feswick

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KommentarSetting up and using Text

We've successfully set this up and have sent some test texts - working properly, however the ticket then disappears and is not visible anywhere - not in 'recently updated', 'recently solved', etc.

Is there a way to fix this so there's a record that we sent the text? Thanks

Kommentar anzeigen · Gepostet 28. Apr. 2021 · Derek Feswick

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