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Dragan Dordevic

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    Dragan Dordevic hat einen Kommentar hinterlassen

    Hey Brett, Thanks for the prompt response. Here is the macro - when it gets applied to bulk of the tickets, the comment does not appear on the ticket:

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    Dragan Dordevic hat einen Kommentar hinterlassen

    Hi, we have noticed that when applying a macro that includes adding a comment to the ticket to a bulk of tickets - macro does get applied (tags added etc), but the comment does not end up being pos...

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    Dragan Dordevic hat einen Kommentar hinterlassen

    Hi Brett, Will the trigger you explained also work for the tickets that get created for Callback requests that get expired? We really need to have a clear way of prioritizing, so we would want to b...

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    Dragan Dordevic hat einen Kommentar hinterlassen

    Hey Chris, This helps a lot, thanks! Would it be possible also to somehow check how much time passed between these changes? So for example, if a field we are looking at is a custom field which we c...

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    Dragan Dordevic hat einen Kommentar hinterlassen

    Hello Chris, Thank you for the prompt response. Unfortunately, our Macros do not always make updates to Ticket fields - sometimes they do, but most of the times they just add/remove tags. So, just ...

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    Dragan Dordevic hat einen Kommentar hinterlassen

    Hi, Is it possible to report on Tag CHANGES in Explore? To be more precise - we are using Views to separate various steps of a ticket lifecycle, and we move tickets between views using Macros that ...

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    Dragan Dordevic hat einen Kommentar hinterlassen

    Hi Brett, This helps a lot, thanks!

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    Dragan Dordevic hat einen Kommentar hinterlassen

    Hi, Thanks for clarifying how calls are routed to Agents, this is very helpful. I have a question from the opposite side - I am not sure how calls are treated in terms of priorities. Is the call wi...

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    Dragan Dordevic hat einen Kommentar hinterlassen

    This is more of a general wait time related question and not specific just for this report - how is exactly the wait time calculated in case an IVR is in place? For example - if someone calls, and ...

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    Dragan Dordevic hat einen Kommentar hinterlassen

    Hi Keval Shah, If I understand you correctly - in order to do this as you suggest, we would need to use some kind of additional tool that your company provides? We would first like to understand if...