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Michael Penland

Joined Apr 15, 2021

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Last activity May 24, 2023

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ACTIVITY OVERVIEW

Latest activity by Michael Penland

Michael Penland commented,

CommentTicket basics

That’s Smart Tim! 😃

View comment · Posted May 24, 2023 · Michael Penland

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Michael Penland commented,

CommentTicket basics

Thanks! Now we need one-click switch between private/public instead of the drop-down. Draft mode is a good addition and adds the right friction compared to what the drop-down was designed for. Now the drop-down is just annoying. Is there a feedback forum topic on that yet? Thanks!!

View comment · Posted May 23, 2023 · Michael Penland

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Michael Penland commented,

Community comment Feedback - Ticketing system (Support)

I agree with this but it is a design limitation defect and not a feature request.  This was a basic workflow functionality of classic workspace and now it's super inefficient.  Not only to agents have to copy/paste stuff across but they can also get private note drafts stuck in there and see save errors.  Thanks.

View comment · Posted Jul 25, 2022 · Michael Penland

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Michael Penland commented,

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Michael Penland commented,

Community comment Feedback - Apps and integrations (Platform)

This is all well and good for one to one proactive tickets with limited dimensions.

We want to notify specified contacts under organizations that meet various criteria.
- one main requester and others are CC’d on one ticket. Assume all contacts have “notification list” tag.
- tickets are created only when the organization has tags X and Y and Z.

Today we get individual tickets are user and have to segment based on contact tags not organization tag criteria.

Thanks!

View comment · Posted Nov 30, 2020 · Michael Penland

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Michael Penland commented,

Community comment Feedback - Ticketing system (Support)

Agree on @ mention tags for Slack in side conversations.  It technically kind of works if you have a simple call-out name but there isn't an auto populated picker.  For example @penland works in our organization.

View comment · Posted Nov 18, 2020 · Michael Penland

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Michael Penland commented,

Community comment Feedback - Ticketing system (Support)

+1 Segmenting channels and topics is needed, at least for sending public responses.  Primary use case is we don't want all of our agents to have the ability to send out public tweets.  Thanks.

View comment · Posted Sep 09, 2020 · Michael Penland

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Michael Penland commented,

Community comment Feedback - Voice (Talk)

Patrik - I personally wouldn't want it either, but agents ask for it to improve their experience.  It's more efficient for them than hunting for the answer button every time a call comes in.  

View comment · Posted Aug 31, 2020 · Michael Penland

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Michael Penland commented,

Community comment Feedback - Voice (Talk)

Ditto on this request. Thanks.

View comment · Posted Aug 28, 2020 · Michael Penland

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Michael Penland commented,

Community comment Feedback - Ticketing system (Support)

Agree. Nice to have feature that Desk.com supported 10 years ago.

View comment · Posted Mar 03, 2020 · Michael Penland

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