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Aaron Miller

Beigetreten 16. Okt. 2021

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Letzte Aktivität 17. Jan. 2025

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Community-Kommentar Q&A - Reporting and analytics

Awesome Metric, many thanks from 2025!

Kommentar anzeigen · Gepostet 17. Jan. 2025 · Aaron Miller

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KommentarTicket management

We desperately need a way to roll this back.  I appreciate that this could be helpful for certain companies, but we just got this rolled out to us this morning and it has undone all of the view organization we had in place.  

Kommentar anzeigen · Gepostet 10. Okt. 2024 · Aaron Miller

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KommentarHow to create and update reports

I'm grateful to have a functioning workaround like this, but I have to agree with Hamish, there's nothing to indicate it doesn't work other than auditing your data and finding inconsistencies.  The fact that the tag filter is broken actually wasted a lot of my time.

Can you all either fix it or remove it?

Kommentar anzeigen · Gepostet 26. Feb. 2024 · Aaron Miller

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Community-Kommentar Feedback - Reporting and analytics (Explore)

Hello all, just wanted to add that we would also like to be able to report on the number of visits to our landing page.  The metrics feel incomplete without this.

Kommentar anzeigen · Gepostet 19. Okt. 2023 · Aaron Miller

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KommentarTeam members and groups

So many users have admin access so they can work with various aspects of their workspace at our organization.  This feature would be much more useful if you could limit admins from being able to access those tickets. Or better yet, allow specific agents (maybe a group) to work with views or macros without having to have admin access.

Kommentar anzeigen · Gepostet 26. Sept. 2023 · Aaron Miller

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Community-Kommentar Feedback - Ticketing system (Support)

Just adding a twelfth voice that this feature really help our customers and I don't really understand why there's any separation.  A customer seeing "Open" when we see "On-hold" seems like a recipe for frustration.

Kommentar anzeigen · Gepostet 25. Sept. 2023 · Aaron Miller

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Community-Kommentar Feedback - Reporting and analytics (Explore)

A use case for us would be to simply reorder a "Type of Issue" by month report with an explosion for each month.  This would be much more useful to us if we could reorder and have the current month at the top.  The ability to reorganize drag/drop explosions in general would be ideal.

Kommentar anzeigen · Gepostet 21. Juli 2023 · Aaron Miller

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Aaron Miller hat einen Post erstellt

Post Feedback - Admin Center

I'd love to be able to interact with whether a requesting profile's email is verified.  Recently, we've had a few phishing attempts come in through an emailed channel and if we could flag ticket submissions that come from unverified emails, we could protect ourselves from these attempts much more effectively.

Something like "Account > IS/IS NOT > Verified" would be a gamechanger for cybersecurity.

Gepostet 16. Mai 2023 · Aaron Miller

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Post Feedback - Reporting and analytics (Explore)

I find myself regularly going through an attribute like Assignee Name and checking the same names (or cloning a report to avoid having to do this when possible), but I think a very useful feature would be some sort of bookmarking system for metrics and attributes.  The same way a bookmark preserves the state of a dashboard, this would preserve the state of filters within a metric or attribute (maybe saved separately) to be applied in other reports.  Something like would save me a ton of time constructing reports.

Gepostet 24. Feb. 2023 · Aaron Miller

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Community-Kommentar Feedback - Ticketing system (Support)

This is the exact type of feature we would also like to see.  Same use cases, when teammates see the viewing icon, the ticket gets ignored, even if it's someone who obviously won't be taking the ticket, because that is not obvious without mouseover.  Relatedly, it would also be immensely helpful if "Also viewing this ticket" did not show if the Agent viewing is viewing "Inactively".

Kommentar anzeigen · Gepostet 19. Juli 2022 · Aaron Miller

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