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Jean Cesar Martínez's Avatar

Jean Cesar Martínez

Joined Apr 16, 2021

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Last activity Oct 22, 2021

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ACTIVITY OVERVIEW

Latest activity by Jean Cesar Martínez

Jean Cesar Martínez commented,

CommentTicket customization

Hi!

Let's say we have two Brands, therefore two HelpCenters and therefore two separate TicketForm; one for each HelpCenter. If for some reason a customer submits a ticket using the incorrect helpcenter and therefore the incorrect ticket form... is there a way we can switch the ticket form to the correct one in Support?

View comment · Posted Jun 16, 2021 · Jean Cesar Martínez

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Jean Cesar Martínez commented,

CommentTicket management

Hi @.... Yes. The way I see it is:

  • Pending - Agent is waiting for the customer's reply. (i.e. pending for user response)
  • Open - Customer is waiting for the Agent's reply.
  • On-hold - is like an internal status that could mean whatever your organization wants. It is important to know that customers will see On-Hold status as Open from the HelpCenter. Agents will see it as On-Hold.

I hope this helps.

View comment · Posted Apr 13, 2021 · Jean Cesar Martínez

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Jean Cesar Martínez commented,

Community comment Feedback - Reporting and analytics (Explore)

These are the requirements:
1) A way to restrict queries to the users that created them.
2) Users should have the ability to share the query with other users if they want.

It is a problem for users to view queries they are not supposed to see, even more if the query is related to that user/group.

It also poses a reliability issue because there is a chance someone might change any user's query(on purpose or not) impacting the dashboard in which that query is being used. 

View comment · Posted Nov 06, 2020 · Jean Cesar Martínez

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Jean Cesar Martínez commented,

Community comment Feedback - Ticketing system (Support)

I agree with Teresa. CSAT usually measures the customer experience for a particular support request that could have gone through different support agents. An agent could get scores (negative or positive) for something that could have been out of their control and therefore impact their productivity.

We have three levels of support, but usually the 2nd level is the one that interacts with the customer. If a ticket gets to 3rd level and stays there 1 week causing the customer to have a bad experience... when the ticket gets back to level 2, the ticket is solved and the customer leaves a Bad score based on the 1 week wait time... It is the level 2 agent who will see the score. 

Either way, it seems the community agrees that the ability to hide is the answer. Please allow us to choose if we want our agents to see that score or not.  

View comment · Posted Oct 22, 2020 · Jean Cesar Martínez

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