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Michael Mulligan

Joined Apr 15, 2021

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Last activity Apr 16, 2024

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ACTIVITY OVERVIEW

Latest activity by Michael Mulligan

Michael Mulligan commented,

CommentWorkflow best practices and recipes

Rohan Gupta -
It's been a year and a half since Ola Timpson's original question about fallback groups Any update you can provide on your initial reply?

 

Thank you!

View comment · Posted Apr 16, 2024 · Michael Mulligan

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Michael Mulligan commented,

Community comment Feedback - Chat and Messaging (Chat)

Obviously, suspending requesters (by email address) is still possible, but this does not stop requesters from creating multiple requester profiles by using unique email addresses. We anxiously await the ability to ban via IP address.

Arpan Nagdeve - Will we be notified of implementation of this functionality here?

View comment · Posted Jan 05, 2024 · Michael Mulligan

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Michael Mulligan commented,

CommentAnnouncements

Manik Jain - Will this happen more than once for our account? Our data was moved last month. but now we're seeing a banner again stating data will be moved Dec 14, 2023.

View comment · Edited Dec 07, 2023 · Michael Mulligan

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Michael Mulligan commented,

Community comment Feedback - Chat and Messaging (Chat)

Jupete Manitas - June 15, 2022, Ayush indicated development was being pushed to early 2023. 2023 is coming to a close. Any update on this? 

View comment · Posted Dec 05, 2023 · Michael Mulligan

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Michael Mulligan created a post,

Post Feedback - Chat and Messaging (Chat)

Banned visitors should not see the chat widget, or be able to request a chat. Currently, banned visitors do still see the chat widget, and can request a chat. That chat is just never served. It sits in the Visitor List as a requested chat, but is never pushed to an agent.

I've recently contacted ZD support and asked if a banned visitor hanging in the queue like that will affect our wait time or response time metrics. The response was that it does affect our metrics. I also asked if there is a way to stop banned visitors from beginning a chat so they do not appear in our visitor queue. There is not.

I currently do not have a workaround identified to either of these issues so when a banned visitor returns and begins a chat, there is not way to stop that requester who may hang in the queue for an hour or more from affecting out metrics.

Any thoughts?

Posted Dec 05, 2023 · Michael Mulligan

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Michael Mulligan commented,

Community comment Feedback - Ticketing system (Support)

James Hanley,

To answer your questions around largest and oldest, I'll share a couple examples. I would think it important to keep all information from both orgs.

  • Org ID 27797959087 Created : 119,641 tickets / 91,587 members
  • Org ID 25354765507 Created : 69,278 tickets / 57,101 members

View comment · Posted Aug 21, 2023 · Michael Mulligan

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Michael Mulligan created a post,

Post Feedback - Ticketing system (Support)

When adding a new user, it would be neat if we could also input the org on this popup - maybe an extra box below 'Email' with 'Organization'

Posted Apr 01, 2022 · Michael Mulligan

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Michael Mulligan commented,

Community comment Feedback - Chat and Messaging (Chat)

Hello @...,

As your stated workaround above is only available once after the chat has ended (events are only available once the chat has come to a close). We need access to this information for discovery and troubleshooting while serving an active chat.

Thank you.

View comment · Posted Mar 31, 2022 · Michael Mulligan

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Michael Mulligan commented,

Community comment Feedback - Chat and Messaging (Chat)

This is needed for screenshot pasting in chat as well as attachments. Currently a screenshot pasted in an active chat appears as a link and can result in an agent sharing sensitive/confidential data and/or PII with unauthorized users if their CTRL C copy doesn't work as expected.

View comment · Posted Mar 03, 2022 · Michael Mulligan

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Michael Mulligan commented,

Community comment Feedback - Chat and Messaging (Chat)

Hello @.... Additionally, there are use case where an agent may experience a 'lost' chat where the requester unintentionally disconnects (navigating to another of our sites). Agents could previously watch the visitor list and then initiate a chat with that user when he appeared on the correct website to ensure his/her experience continued with the same agent in a very seamless way. We too would find access to the Visitor List within Agent Workspace useful.

View comment · Posted Mar 02, 2022 · Michael Mulligan

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