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Stephanie Sweet

Beigetreten 13. Mai 2021

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Letzte Aktivität 20. Jan. 2025

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Community-Kommentar Feedback - Ticketing system (Support)

The team being able to quickly and easily see their ratings from the Dashboard is actually amazingly good for morale, since it gives a little boost every time they see a new good rating. 

Kommentar anzeigen · Gepostet 07. Nov. 2024 · Stephanie Sweet

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KommentarPerforming calculations

I am trying to forecast by quarter for staffing needs. When I try, I am only getting forecasted results for Q4. I am not sure what I am missing, I have tried different options for the values to predict and the number of values per cycle & I always get either only 2024 Q4 or Q4 for the next 4 years. 

Kommentar anzeigen · Gepostet 05. Apr. 2024 · Stephanie Sweet

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Post Feedback - Ticketing system (Support)

Feature Request Summary: 

Macros should include the ability to link to Problems. It would be helpful as a field you can select when creating the macro itself and even limited to "open" problems. 

Description/Use Cases: 

Macros linking to open problems would help minimize agent error when selecting between similar problems or missing the field all together when reporting an incident. 

Business impact of limitation or missing feature:

By not having this, right now the act of linking incidents to problems can be easy for newer staff (or seasonal agents) to miss this vital step. It decreases the customer experience since they may not be notified immediately when something is resolved. 

Other necessary information or resources:

It would save a lot of time, especially for management as we sometimes have to go "searching" for unlinked incidents. 

Gepostet 29. Nov. 2021 · Stephanie Sweet

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KommentarTicket automation and collaboration

Are there any plans to add the ability to link incidents to Problems with macros in the future? 

Kommentar anzeigen · Gepostet 24. Nov. 2021 · Stephanie Sweet

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