Lily Lobaton

Hey JJ Miclat,

Will there be another open discussion before the change in October? Or is it possible, to push that change until next year? My agents are having a really hard time with the new layout and it's affecting their workflow. The biggest pain points are the following:

- Not allowing custom user fields or adding the description box to the essential card.

-You cant write something in internal and then switch to public and keep working on it, you have to start over or go back to the internal view and copy and paste that over.

- New responses  appearing at the bottom of the thread makes it more confusing to respond.

- When the agents copy and paste information from other websites, a box appears and it links the website. So, agents have to spend time removing the hyperlink and deleting the box. 

Hello! we would really benefit from adding the description field or adding other fields to the essential card. Our workflow heavily relies on adding customer's profile links to the description field. We've been doing this for years. So it's time consuming for our agents to have to go back the profile and look for the link. 

 

Hey,

Is there anyway to have automated outbound calls with a recording, rather than having agents make those outbound calls? It would be for specific tickets. Or a plugin that would do that?

Thanks!