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Kate Ives

Beigetreten 14. Juni 2023

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Letzte Aktivität 30. Okt. 2024

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KommentarMeasuring success

In the new CSAT experience, if a ticket is Closed, it looks like the survey URL link still opens to the survey page, but if the user tries to change the feedback, it does not update the ticket. is it expected that the survey link still works on closed tickets?

 

Kommentar anzeigen · Gepostet 29. Okt. 2024 · Kate Ives

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Post Feedback - Ticketing system (Support)

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. 


We would like to request that our Custom Fields and Intelligent Triage predictions be added as condition options when creating a Contextual Workspace. We think this would be helpful to create more specific workspaces for our agents.
 

What problem do you see this solving? 

Custom Fields

Our ticket forms use custom fields for our products and customer issue types.  It would be useful to use these as conditions to create specific contextual workspaces for our agents.  For example, we might want to create a workspace that relates to a refund request (issue custom field) for a specific product (product custom field). 

Intelligent Triage Predictions
As far as Intelligent Triage predictions, we thought it could be useful to be able to create workspaces that are based on Intent and Sentiment predictions. 
 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business?  

We have not implemented Contextual Workspaces yet.  We are in the process of evaluating how to implement this feature to meet our specific needs and understand any limitations.
 

Are you currently using a workaround to solve this problem? 

N/A
 

What would be your ideal solution to this problem? How would it work or function? 

We would like the option to use our Custom Fields and Intelligent Triage predictions as conditions when creating a Contextual Workspace. 

 

Gepostet 06. Mai 2024 · Kate Ives

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Community-Kommentar Feedback - Help Center (Guide)

Our site is also experiencing this issue, our Favicon is no longer showing in Google search results. Shocked that there is not a solution yet?

Kommentar anzeigen · Gepostet 29. Feb. 2024 · Kate Ives

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KommentarWorking with articles in the knowledge base

Do content blocks not support the element? I keep trying to add one and it gets turned into a

element. If not, please add support for this as it can be helpful for custom CSS.

Kommentar anzeigen · Gepostet 16. Juni 2023 · Kate Ives

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