Dermatica Ltd
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Total activity23
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Last activity
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Member since
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Following0 users
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Followed by0 users
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Votes3
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Subscriptions11
Activity overview
Latest activity by Dermatica Ltd-
Dermatica Ltd created a post,
Type a message field not visible on mobile browser
We're about to launch Messaging and the new widget, however after testing for a number of weeks where everything seemed to be fine, we've noticed that in the past week when we open the messaging wi...
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Dermatica Ltd commented,
Thanks @... I've updated the post now. I was thinking, would the upcoming new feature to be released, Group SLA's, solve this request, given that we'll be able to assign specific SLA's to groups ra...
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Dermatica Ltd created a post,
Is there a way to find out average Next Reply Time?
Post Title: Calculate Next Reply Time as a value Feature Request Summary: I would like to have Next Reply Time as a metric, in the same way as First Reply Time. Description/Use Cases: We have...
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Dermatica Ltd commented,
Adding my support to this. In our organisation, we receive quite a lot of follow ups a month or so after the initial contact, which we actually want, however I've no idea on how to validate this us...
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Dermatica Ltd commented,
I'm voting for this also. Would be hugely beneficial to know the % engagement rate of certain triggers that we fire. At the moment, as has been mentioned above, I can see how many chats were starte...
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Dermatica Ltd commented,
Ok great, thanks for the update Dane I'll reach out to our AE and see if they can help.
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Dermatica Ltd commented,
Dane I've this issue also. I've created my Sandbox environment to test Agent Workspace, which I've enabled, but Side Conversations isn't available to enable? I'm on Enterprise Suite and Side Conver...
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Dermatica Ltd commented,
Thanks for the suggestion Hillary. I see what you're suggesting however, as you mentioned, it doesn't exactly cover what I'm looking for. Surely there must be a way to measure response times once ...
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Dermatica Ltd created a post,
Reply Time metrics after assigning to different group
AnsweredI'm looking for a way to measure the response time after a ticket is assigned to a different group. Currently a ticket arrives and is assigned to Group 1 with default SLA policy applied. First Rep...