Conza

1. Support
2. ...
3. Email
4. Causes for ticket suspension

Praise be. Thank you! FYI future reference - our entire 85 store network 1,000+ are light agents. Online support team - agents. Stores process online orders.They aren't engaging us by forwarding an...

• Kommentar anzeigen
• Conza
• Erstellt 19. Oktober 2020 22:57
• 0 Stimmen

1. Support
2. ...
3. Email
4. Causes for ticket suspension

"Email forwarded by light agent" Is a new reason. No indication why this is suddenly a thing. :\ 

• Kommentar anzeigen
• Conza
• Erstellt 18. Oktober 2020 23:06
• 5 Stimmen

1. Support
2. ...
3. Tickets
4. Ticket fields not appearing in correct order

Hi team,I understand that using 'ticket forms' (you can swap around what ticket fields appear where) that is NOT the problem or issue.  In the actual "ticket fields' screen, I want to be able to re...

• Kommentar anzeigen
• Conza
• Erstellt 30. September 2020 04:11
• 0 Stimmen

1. Support
2. ...
3. Tickets
4. How do I reorder ticket fields?

Hi team,I understand that using 'ticket forms' (you can swap around what ticket fields appear where) that is NOT the problem or issue.  In the actual "ticket fields' screen, I want to be able to re...

• Kommentar anzeigen
• Conza
• Erstellt 30. September 2020 04:11
• 1 Stimme

1. Guide
2. ...
3. Using the knowledge base in Help Center
4. Understanding Guide user permissions for knowledge base access (Professional and Enterprise)

How do light agents fit into this?I want them to be able to view content, but not edit.  Basically we have our entire store network as light agents - want specific "store help centre" content, and ...

• Kommentar anzeigen
• Conza
• Erstellt 23. September 2020 04:25
• 0 Stimmen

1. Support
2. ...
3. Business rules
4. How can I send satisfaction surveys when tickets gets solved?

Hi team, Best way to have a 'turn around' CSAT sent? Customer gave negative, the team responded... and instead of no CSAT being sent, another is? 

• Kommentar anzeigen
• Conza
• Bearbeitet 11. Juni 2020 01:51
• 0 Stimmen

1. Community
2. Feedback on Support
3. Side Conversations - Microsoft Teams Integration

Hi,We absolutely need MS Teams integration asap[!]

• Kommentar anzeigen
• Conza
• Erstellt 4. Mai 2020 02:12
• 1 Stimme

1. Support
2. ...
3. Reporting
4. Defining and using SLA policies (Professional and Enterprise)

Hi Nicole,Yes of course. 

• Kommentar anzeigen
• Conza
• Erstellt 26. März 2020 00:17
• 0 Stimmen

1. Support
2. ...
3. Reporting
4. Defining and using SLA policies (Professional and Enterprise)

Anyone? *Coo-eee*Elaborating a bit - the agents engaging with the light agents are internal/private comments. There is sometimes a chance that then becomes a public comment to customer. The red fla...

• Kommentar anzeigen
• Conza
• Bearbeitet 12. März 2020 00:03
• 1 Stimme

1. Support
2. ...
3. Reporting
4. Defining and using SLA policies (Professional and Enterprise)

Hi team,Our online support assists customers (end users), and stores (light agents) who process the orders. We have a 5 hour store response SLA.The issue is... all the comments are internal/private...

• Kommentar anzeigen
• Conza
• Erstellt 27. Februar 2020 22:50
• 0 Stimmen