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GUSTAVO FREIRE LOPES

Beigetreten 16. Okt. 2021

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Letzte Aktivität 30. Okt. 2023

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KommentarTicket automation and collaboration

Hi Dane

I'm trying to set up a trigger condition, for exemple "channel is side conversation", but there is no such channel. We need to add a tag to use omnichannel routing.

Regards.

Gustavo

Kommentar anzeigen · Gepostet 28. Juni 2023 · GUSTAVO FREIRE LOPES

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Community-Kommentar Feedback - Ticketing system (Support)

Hi Prakruti Hindia

In tickets events we can see that the SLA policy is applying successfully for whatsapp, but in views we can't see any countdown in SLA column.

On Explore we can see FRT, but not in views as i said.

Kommentar anzeigen · Bearbeitet 04. Apr. 2023 · GUSTAVO FREIRE LOPES

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KommentarRouting

Hi @Barry Neary

We are experiencing some issues with inactive message (Whatsapp) tickets.

From zendesk documentation we know that: 

"To be assigned to inactive message tickets (more than 10 minutes without a reply), an agent must have spare capacity, but the ticket doesn’t use up any of that capacity."

When queue is formed and several message tickets are set to inactive omnichannel routing assigne too many inactive tickets to agents with spare capacity, more disturbing than helping.

We understand that the maximum capacity is for active message tickets, but we also belive that auto assign for inactive tickets should be  limited by paramer. 

It is not something that happens everyday, but when it happens is very annoying. Please, can you check this?

Situation where 15 tickets were assigned to one agent:

Kommentar anzeigen · Gepostet 14. März 2023 · GUSTAVO FREIRE LOPES

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KommentarViewing and using dashboards

Hi @...

I have an Enterprise licence, but It seems not to be available for me.

Can you help?

Best Regards.

Kommentar anzeigen · Gepostet 26. Sept. 2022 · GUSTAVO FREIRE LOPES

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KommentarRouting

Hi Barry

Does omnichannel routing supports text channel?

Also email tickets are taking too much time to routing. We have multiple agents with spare capacity, but tickets continue without assignee 15 minutes after creation

Regards.

Kommentar anzeigen · Bearbeitet 29. Aug. 2022 · GUSTAVO FREIRE LOPES

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Community-Kommentar Feedback - Ticketing system (Support)

Yes, please let us hide this button. It is bad for agents and admins.

Kommentar anzeigen · Gepostet 27. Sept. 2021 · GUSTAVO FREIRE LOPES

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Community-Kommentar Feedback - Ticketing system (Support)

Zendesk should really take a look at this.

Kommentar anzeigen · Gepostet 23. Juni 2021 · GUSTAVO FREIRE LOPES

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Community-Kommentar Feedback - Ticketing system (Support)

Olá.

No entanto só conseguimos colocar um formulário por grupo, e mesmo assim fica somente pré-selecionado, não oculta os demais formulários pertencentes aos demais grupos

Kommentar anzeigen · Gepostet 25. Mai 2021 · GUSTAVO FREIRE LOPES

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