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Feature Request: Add Custom Fields and Intelligent Triage Predictions as Conditions for Contextual Workspaces
Posted May 06, 2024
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.
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1 comment
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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