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Sean Morrissey

Joined Apr 16, 2021

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Last activity Nov 05, 2024

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ACTIVITY OVERVIEW

Latest activity by Sean Morrissey

Sean Morrissey commented,

Community comment Q&A - Talk and text

This would be a great feature

View comment · Posted Nov 05, 2024 · Sean Morrissey

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Sean Morrissey created a post,

Post Feedback - Ticketing system (Support)

With the new interface, I see the loss of functionality to move to the next ticket. Perhaps this is due to the fact that that feature was specific to the view. I don't like having to go back to the home screen each time. I would like to see the functionality to move to the next ticket and come back with this enhancement.

 

Posted Jul 02, 2024 · Sean Morrissey

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Sean Morrissey commented,

CommentTicket basics

With the new interface, I see the loss of functionality to move to the next ticket. Perhaps this is due to the fact that that feature was specific to the view. I don't like having to go back to the home screen each time. I would like to see the functionality to move to the next ticket and come back with this enhancement.

View comment · Posted Jul 01, 2024 · Sean Morrissey

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Sean Morrissey commented,

CommentSetting Guide roles and permissions

In our enviroment, the requesters organization is equal to a user segment. The issue we have is an agent has access to all user segments. So when my agents use the knowledge base they get articles across all user segments. I would like for them to only see articles for the user segment based on the requestors organization/user segement. I was told if I was on enterprise I could create custom context panels. I do not think this is viable to one upgrade to enterprise or second create 100s of context panels. Any thoughts/suggestions

View comment · Posted Jun 18, 2024 · Sean Morrissey

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Sean Morrissey commented,

Comment[ARCHIVE] Documentation

Is there a placeholder for autoreply label?

I need to restrict articles by label. In our config a customer is the organization. In guide we have a label for each organization. So I want to restrict articles on utoreply based on the requesters organization. I do not want to setup hundreds of triggers (one for each organization)

 

Is there a script such as {autoreply.label} ={orangization_name}

View comment · Posted Jun 05, 2024 · Sean Morrissey

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Sean Morrissey commented,

CommentAI agents and automation best practices

I need to restrict articles based on the label.

I my enviroment each organization is equal to the user segment in guide.

So I need to restrict the article suggestions based on the user segment. Today a requester gets article suggestions across alluser segments. I do use labels to identify the organization name. Is there a way to add logic in “configure and test” to populate the label with the organization tag in the label?

View comment · Edited Jun 05, 2024 · Sean Morrissey

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Sean Morrissey commented,

CommentTicket automation and collaboration

Tetiana Gron while i appreciate the suggestion, it does not seem practical. I have 90 cclients so that would required 90 filtered vviews. Additionally, it requires an upgrade to enterprise.

View comment · Posted May 06, 2024 · Sean Morrissey

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Sean Morrissey commented,

CommentTicket automation and collaboration

I would like to see the ability to filter KB results in the search based on the requester 's organization. In our world, we use user segments for our KB articles which are based on a requesters organization (each client). However, an agent has access to all organizations, so they see all KB articles in the search result. 

View comment · Posted Apr 23, 2024 · Sean Morrissey

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Sean Morrissey commented,

Community comment Feedback - Ticketing system (Support)

I have a color blind employee and they are unable to see internal comments with the blue hue. When they hover over the internal comment the shade goes darker and they can see the comment with the darker hue. So we need an accessibility option to change the color hues on this new feature.

View comment · Posted Apr 03, 2024 · Sean Morrissey

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Sean Morrissey commented,

CommentTicket basics

We have an issue with the new agent workspace interface. We have an employee who is colorblind and the blue shadowing on the internal comments prevents them from seeing the comment clearly. Can an accessibility option be added to remove the background color. In speaking with my employee if the hue was a bit darker they could see it better.

View comment · Posted Apr 03, 2024 · Sean Morrissey

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