Terry Knox
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Total activity56
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Last activity
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Activity overview
Latest activity by Terry Knox-
Terry Knox commented,
Is this still the case? Was really surprised to find that I can't report on logged in time, proportion of time spent on chats or proportion of logged in time available. Am I just missing something ...
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Terry Knox commented,
Definite upvote from here too. I just found out we can't print them as a result of a customer raising a Subject Access Request (GDPR legislation thing) and will now have to either ask the last pers...
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Terry Knox commented,
I'd like to be involved in the EAP please.
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Terry Knox commented,
We're currently revisiting retention periods for GDPR reasons and I'm absolutely staggered that this isn't already a thing. Surely customisable options to delete tickets or ticket data over X time ...
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Terry Knox commented,
It's particularly galling to see this request still languishing in the doldrums, given that the plan for the much-vaunted and long-awaited "live" dashboard (showing Support, Chat and Talk data in o...
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Terry Knox created a post,
Improvements to Rapid Resolve
Rapid Resolve (see here if you don't know what this is) is currently not as useful as it could be. I think that the following changes would make it a more useful tool: The Rapid Resolve "did this...
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Terry Knox commented,
Yup! +1 here. We have specific types of ticket where I'd love to send a satisfaction survey every 10 or so tickets, but sending for every single one is too much for some customers. Using tags is on...
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Terry Knox commented,
+1
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Terry Knox commented,
It gets nary a glance from us, before we skip straight to the Views page. It'd be really nice if we could customise this.
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Terry Knox commented,
Huge +1 from us! We have a number of views that search for certain key terms ("Complaint" for example) and it's not uncommon for a customer to put that term in the subject line, but not in the body...