Brandon Tidd

1. Community
2. Support Q&A
3. Issue with Agents taking tickets from other groups

Hi William Bray, That is a bit of a tough one, for sure!  One thing that might help is to leverage the "My Activities" portal in the help center.  This would allow users to see their tickets withou...

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• Brandon Tidd
• Erstellt 28. Juli 2021 02:09
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1. Support
2. ...
3. Reporting
4. Exporting data to a JSON, CSV, or XML file

Hi pstrauss -  You should be able to do this through the Ticket Comments API. Alternatively, there are a few apps in the marketplace that can handle this, such as this one. Hope this helps! Brandon

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• Brandon Tidd
• Erstellt 28. Juli 2021 02:05
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1. Talk
2. ...
3. Setting up Talk
4. Giving agents access to Talk

Hi Tim Pelzer -  Sorry to hear you're having trouble - have you tried checking the Audit Log for any changes? Brandon

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• Brandon Tidd
• Erstellt 21. Juli 2021 23:54
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1. Support
2. ...
3. Workflows
4. Setting your schedule with business hours and holidays

Hi Fiona W - Thanks for reaching out!  So the SLA is generally an end-user-focused metric.  That is to say, even when your agents go offline, the end-user is still waiting for an answer, so the SLA...

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• Brandon Tidd
• Erstellt 13. Juli 2021 23:09
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1. Talk
2. ...
3. Talk basics
4. Understanding how Talk calls become tickets

Hi Kaylin Bailey - Sorry for the delay here. Generally speaking, having a Trigger that looks for the conditions Ticket is CreatedChannel is Voice Actions Add Tag: phone_call I'm curious as to your ...

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• Brandon Tidd
• Erstellt 12. Juli 2021 09:39
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1. Support
2. ...
3. Tickets
4. Adding custom fields to your tickets and support request form

Hi Jake Galtman -  A couple of options here.  You could just update the stock Priority field to be end-user facing: Another option would be to create your own custom drop down field and then use t...

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• Brandon Tidd
• Erstellt 1. Juli 2021 17:56
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1. Explore
2. ...
3. Performing calculations
4. Adding totals to results

Hey Sydney Neubauer -  Sorry for the delay here.  You can use the advanced sort feature under results manipulation to keep that sum in place!

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• Brandon Tidd
• Erstellt 25. Juni 2021 05:42
• 0 Stimmen

1. Talk
2. ...
3. Managing Talk
4. Can I route Talk calls to all agents at once or to specific individual agents?

Hi LaReine Pia -  Although this is not a standard workflow - you can achieve the desired routing by putting each agent in their own individual call group, and then use the multi-group routing featu...

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• Brandon Tidd
• Erstellt 24. Juni 2021 22:30
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1. Explore
2. ...
3. Explore recipes
4. Explore recipe: Reporting on first reply time

Hi Karolina, If you have tickets being solved (or auto-solved) without a public reply - those tickets would trend full resolution time down without impacting first reply time.  I'd look at the metr...

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• Brandon Tidd
• Erstellt 21. Juni 2021 14:19
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1. Support
2. ...
3. Tickets
4. Managing your ticket forms

Jean Cesar Martínez - One thing that might help is to restrict the ticket form to the brand.

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• Brandon Tidd
• Erstellt 17. Juni 2021 04:20
• 0 Stimmen