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Emma Nightingale

Joined Apr 15, 2021

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Last activity Apr 19, 2024

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ACTIVITY OVERVIEW

Latest activity by Emma Nightingale

Emma Nightingale commented,

CommentRouting

We are starting to get to grips with this now but we are having an issue with Messaging. The agent gets the notification of a new message but they are not able to "take" the ticket, there is a message that says "only the assigned person can reply to this message" but it is only assigned to a group not a person? Anyone else experienced this?

 

We also can not understand how to work messaging so that the agents are only ever served 2 new messaging tickets (customers that are live on chat) however if we set the limit to 2 old messaging tickets are not assigned to the agent when the customer replies.

View comment · Edited Sep 19, 2023 · Emma Nightingale

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Emma Nightingale commented,

CommentRouting

Barry Neary I'm sorry I don't understand how Zendesk is going to know to only route the emails with the tag as there is no "omni channel" setting in triggers, the instructions just state to add a tag. And how we route only the number and messaging groups we want to?

View comment · Posted Aug 22, 2023 · Emma Nightingale

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Emma Nightingale commented,

CommentRouting

Barry Neary We want to only have omnichannel routing in place for one of our service teams who deal with phones, messaging and email. Our other teams we want to still take work in the same way they do now. There is no where in the omni channel set up that allows you to actually give rules as to which tickets you want it to apply to that I can see.

View comment · Posted Aug 21, 2023 · Emma Nightingale

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Emma Nightingale commented,

CommentRouting

We would like to use omni channel routing but only for one of our teams. 

How would we set this up.

We can't see anywhere we we can actually dictate the rules for omnichannel routing to be applied. 

We also can't see how the tag we have set on tickets is picked up by the omni channel routing. 

For example we want all tickets with a tag of Omniemail, a certain phone number and a certain messaging channel to be included in omnichannel routing. But we want all other tickets to route as they do now. 

View comment · Posted Aug 18, 2023 · Emma Nightingale

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Emma Nightingale commented,

CommentUsing legacy AI agent functionality

Is there a way to do the following:

1. Only have the bot working outside of business hours?

2. What happens if you use "transfer to agent" and there are no agents logged into chat?

View comment · Posted Mar 17, 2023 · Emma Nightingale

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Emma Nightingale commented,

Community comment Feedback - Sales CRM (Sell)

Hi Jay, 

 

I would like to export them :)

View comment · Posted Jun 10, 2021 · Emma Nightingale

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Emma Nightingale created a post,

Post Feedback - Sales CRM (Sell)

Hi, 

 

We would love the ability to have the "download all attachment" button on Sell the same as Zendesk support and it downloads all attachments from the full email thread.

Posted Jun 09, 2021 · Emma Nightingale

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Emma Nightingale commented,

Community comment Feedback - Sales CRM (Sell)

I second this, and as an easy one click in the smart list filters too!

View comment · Posted Jun 09, 2021 · Emma Nightingale

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Emma Nightingale commented,

Community comment Feedback - Sales CRM (Sell)

Amazing! Thank you.

 

@adam can you do it in reverse and create a deal from a support ticket?

View comment · Posted Apr 22, 2021 · Emma Nightingale

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Emma Nightingale created a post,

Post Feedback - Sales CRM (Sell)

We would like to be able to create a support ticket from Sell. 

 

So for example a customer emails us on the email chain of a deal but it is about a CS query, I want to be able to create a ticket in Support to help this customer.

Posted Apr 22, 2021 · Emma Nightingale

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