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Unai Roiz

Joined Apr 16, 2021

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Last activity Jun 08, 2022

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ACTIVITY OVERVIEW

Latest activity by Unai Roiz

Unai Roiz commented,

Community comment Feedback - Help Center (Guide)

Hi,

Our Use Case is related to having separate out privileges to moderate content, mainly User Content. We would like to have a role to moderate this content but not the rest of the functionalities of the help center.

Thanks

View comment · Posted Nov 29, 2021 · Unai Roiz

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Unai Roiz commented,

CommentTicket automation and collaboration

Hi Toby,

It's true, however that method would change our way to communicate with our customers and it would be confusing for them.

About developing an internal mode: that would be awesome. We think that side conversation should not be a mirror of ticket child. It should be just a way to communicate with other agents or groups with internal notes by default and nothing else.

Thanks, Unai.

View comment · Edited Nov 04, 2021 · Unai Roiz

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Unai Roiz commented,

CommentTicket automation and collaboration

Hi Toby and Marco, thanks for your detailed reply.

Q: This will prevent the email notification from going to the requester and CCs, but the comments will still be public on the ticket. Do the requesters regularly visit the customer portal where they could potentially see the comments coming from the side conversation?
R: Our requesters don't have access to our customer portal at this moment, but could have in the near future. Moreover, if the comments between agents are public in child tickets, when we communicate with the customer (changing the requester), he/she will see those comments. Again, a dangerous situation.

Q: Would you want those to be suppressed somehow?
R: No, thanks.

---

Q: Would it make sense to always have comments coming from the side conversation be internal notes on the child tickets, and perhaps even just default to being private tickets?
R: It makes all sense. In fact, I was going to suggest it to you. Communicating with your colleagues by internal notes on the child tickets makes much more sense. And use public comments in child tickets to communicating with the customer.

---

Q: How often are child tickets used to communicate with your customers like this vs. internally collaborating with other team members? This scenario seems kind of like "splitting" a ticket – is that more of what you're going for?
R: 50/50. 50% divide a ticket, 50% to request help to a colleague.

Q: When setting the requester of a child ticket to an end-user customer, will subsequent communication with them always be from the child ticket itself?
R: Yes.
Q: Would it ever make sense to communicate with the customer from the side conversation in the parent ticket?
R: No, never. If we need to do that, we use side conversations by email, if the customer is not the requester.

 

Thanks again,

Unai Roiz

View comment · Posted Nov 03, 2021 · Unai Roiz

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Unai Roiz commented,

CommentTicket automation and collaboration

Hi @...,

We have seen a dangerous behavior with Side conversations child ticket: imagine that we receive a request from a customer and it consists of two tasks, one is for me (Agent A) and the other one for another agent (Agent B). I communicate with Agent B through a side conversation ticket child so that a new ticket is generated for him and he can work on it. Agent B changes the requester of his ticket to work on it independently, but I (Agent A) decides to write Agent B to clarify a point in the email, this new comment in the side conversation will reach the child ticket as a public note and consequently also to the customer. This is a big problem.

Is there a solution?

Thanks for your support,
Unai Roiz

View comment · Posted Nov 02, 2021 · Unai Roiz

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