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Adrian Bishop

Joined Apr 15, 2021

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Last activity Aug 02, 2022

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ACTIVITY OVERVIEW

Latest activity by Adrian Bishop

Adrian Bishop commented,

CommentTicket automation and collaboration

Hi,

This: -

 

Note: Follow-up tickets are not created if a side conversation within a child ticket is updated while the parent ticket is closed. For more information about the parent-child relationship of tickets, see About side conversation child tickets.

 

 

Is causing us a real problem, why does this not work???

Side conversation tickets are being responded to when the main ticket is closed but those replies are going nowhere. This is really poor, is there an alternative solution to this?

View comment · Posted Aug 02, 2022 · Adrian Bishop

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Adrian Bishop commented,

CommentTicket editor, assignee, and requestor

Thanks for writing this article, we set this to agent view only to remove it from the submit a request form, we didn't expect this result.

Is this a bug? If not then the assumed feature seems ridiculous.

View comment · Posted Jul 29, 2022 · Adrian Bishop

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Adrian Bishop commented,

Community comment Feedback - Voice (Talk)

Looking forward to being able to report on agent availability in talk, this is a much needed KPI in our business.

View comment · Posted Jul 07, 2022 · Adrian Bishop

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Adrian Bishop commented,

Community comment Feedback - Ticketing system (Support)

Amisha Sharma

Hello. It seems to have improved but only in terms of reliability, you still can't distinguish between the sub lines and the main heading.



View comment · Posted May 23, 2022 · Adrian Bishop

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Adrian Bishop commented,

Community comment Feedback - Ticketing system (Support)

+1 to this idea!

The user data app is cumbersome, native functionality should capture when a user has multiple unsolved tickets.

View comment · Posted Mar 24, 2022 · Adrian Bishop

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Adrian Bishop commented,

CommentAdditional ticket channels

Why can't we consult when transferring to a group?

1. We like to consult, it is polite and good etiquette.

2. If they don't answer, call may be abandoned when we could potentially try someone else.

This is poor functionality. 

View comment · Posted Feb 22, 2022 · Adrian Bishop

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Adrian Bishop commented,

CommentTicket basics

Hi, we use support and talk mostly, one of the issues we have is when a customer calls us about an existing ticket, it always creates a new ticket which we then merge into the existing one, this is very messy. Could agent workspace improve this functionality?

View comment · Posted Feb 04, 2022 · Adrian Bishop

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Adrian Bishop commented,

Community comment Feedback - Voice (Talk)

I would like to see this in Explore so we can set targets for agent availability against missed calls/declined calls etc.

View comment · Posted Jan 24, 2022 · Adrian Bishop

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Adrian Bishop commented,

CommentCall routing, greetings, IVR, and recordings

How does this work on the 'transfer only' status? If agents are 'transfers only' does this cause the same problem as 'away' status.

 

View comment · Posted Jan 21, 2022 · Adrian Bishop

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Adrian Bishop created a post,

Post Feedback - Ticketing system (Support)

Hi,

It would be really useful to report on side conversation usage, e.g. who is regularly being contacted on side conversation tickets/emails.

Currently there is nothing available so any data would be a start

Posted Jan 21, 2022 · Adrian Bishop

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