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Deb Kaseman
Joined Apr 16, 2021
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Last activity Mar 01, 2023
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Latest activity by Deb Kaseman
Deb Kaseman commented,
Searching through suspended tickets would be much easier if there were search criteria, such as by email address or date. I'm spending hours scrolling through suspended tickets trying to locate emails that were suspended as "fraud suspected".
Improved search capabilities would be really helpful.
View comment · Posted Mar 01, 2023 · Deb Kaseman
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Deb Kaseman commented,
Our team has the same issue, but the comments "are there" - just not in the body of the email. They can be seen under "Interactions" in the new agent workspace. If you refresh the page, the comments are updated to the body of the email.
This is slowing us down and we've been trying to get it resolved. What causes this and how do we fix it?
View comment · Posted Jul 21, 2022 · Deb Kaseman
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Deb Kaseman commented,
We've recently switched to the new agent workspace and it's actually slowing down our productivity. It seems that when a ticket is reopened, the customer's reply shows up in the last interaction, but not in the body of the ticket itself. We have to refresh the ticket to see what the customer's full reply was.
Does anyone have a fix for this? We've submitted an IT ticket about it, but so far, have had no replies as to how to resolve this (without having to go back to the old workspace).
View comment · Posted Jun 28, 2022 · Deb Kaseman
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Deb Kaseman commented,
Scheduling daily reports used to be so easy in Insights. With Explore, I now have to generate each daily report, every single day. Takes up a lot of my time setting up and emailing. Would love to see this feature added to Explore.
View comment · Posted Aug 04, 2021 · Deb Kaseman
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Deb Kaseman commented,
The contacts we make using the proactive trigger "think" that we know who they are already. Having to ask for their name or email would be super helpful in expediting their requests. Would love to have the ability to require that on a proactive chat.
View comment · Posted Sep 04, 2019 · Deb Kaseman
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Deb Kaseman commented,
We could really use this tool as well. Agents have so much information that they are giving/receiving that they often forget to log out or go invisible. Other users and managers need to know who is available at all times in order to provide a better customer experience. We use this tool for telephone queues as well. Very valuable. We used Live Chat in the past and this was a basic tool. Not sure why Zopim/Zendesk hasn't incorporated it yet. They've made some great changes in the past. I hope this becomes another success story for them.
View comment · Posted Feb 20, 2019 · Deb Kaseman
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