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Alison Cook

Joined Apr 15, 2021

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Last activity Dec 07, 2021

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ACTIVITY OVERVIEW

Latest activity by Alison Cook

Alison Cook commented,

Community comment Feedback - Ticketing system (Support)

Alina Wright Would this allow us to restrict certain Ticket Forms to only be visible to certain groups? We'd love to be able to allow specific groups view specific Ticket Forms vs. everyone seeing the entire list of forms available.

View comment · Posted Nov 16, 2021 · Alison Cook

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Alison Cook commented,

Community comment Feedback - Ticketing system (Support)

View comment · Edited Nov 16, 2021 · Alison Cook

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Alison Cook commented,

CommentTicket basics

Hello,

Is there a concept to differentiate chat vs. support tickets in the new agent workspace? Our chat agents have to manually select "chat" in the comment section when they receive a chat. When I enable the "Non-email conversations are public by default" in Ticket settings, our support team then has to switch to 'internal note' when taking notes on a ticket. It is an extra step for either team using two completely different forums of communication.

Thank you!

Alison

View comment · Posted Jan 28, 2021 · Alison Cook

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Alison Cook created a post,

Post Feedback - Ticketing system (Support)

We noticed today in the Agent Workspace that when we enable the "Non-email conversations are public by default" in Ticket Settings, the comment section is defaulted to chat/public reply (which is great!) however, all our other tickets are also defaulted to public reply. 

We'd love a way to be able to distinguish between a chat & a support ticket in order to default a chat reply vs internal reply.

Thanks!

Posted Jan 27, 2021 · Alison Cook

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Alison Cook commented,

CommentBusiness rules

Is there going to be a way to multiple select triggers to add them to a category? We have many triggers and individually updating will be a lot.

Thank you!

Alison

View comment · Posted Jan 27, 2021 · Alison Cook

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Alison Cook commented,

CommentBuilding reports

Hello,

Is there an update on when the Agent status will be available i.e. How long were agents in invisible, away and/or ready? We'd like to most specifically know the average # of chats served/time in ready. The Avg daily Chat does not allow this because if an agent only works 4 days/week then their chat numbers look very low. Thank you!

Alison Cook

View comment · Posted Jan 14, 2021 · Alison Cook

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