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Jamie Noell
Joined Apr 16, 2021
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Last activity Oct 22, 2021
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Latest activity by Jamie Noell
Jamie Noell commented,
We have a view of tickets of the requesters who have responded in the last 24 hours. However, in our case a lot of times the requester is also an agent (not an end user), so we would like to have a criterion of the last update being made by the requester. Right now, I am showing the timestamp for Requester last update and Assignee update, but then we have to compare the two values for each ticket.
View comment · Posted Aug 26, 2019 · Jamie Noell
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Jamie Noell commented,
With the phone system we have internally, we can set-up a prioritized list of agents, and I as the manager am at the bottom of the list so that I can know immediately if our team is not answering calls live. WIth Zendesk Talk, however, the round robin means that I cannot be last but instead am in the general group for receiving calls.
I am not always in the area of our agent team, so it's helpful for me to see "real time" if calls are being missed. Plus, I want the phone answered so I am like the fail safe to get a call answered. I do not want to receive another email notification of an abandoned call as it's too late to get that call answered "live."
It would be ideal if we could prioritize the list of agents within the call group.
View comment · Posted Mar 19, 2018 · Jamie Noell
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