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Terry Knox

Joined Dec 03, 2021

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Last activity Jul 26, 2023

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ACTIVITY OVERVIEW

Latest activity by Terry Knox

Terry Knox commented,

Community comment Feedback - Chat and Messaging (Chat)

Absolutely shocked that this couldn't be done! No way to do overflow routing at all seems mad to me. The chat tool has always felt like a bit of an afterthought and the move to "messaging" hasn't improved the back end (lack of) functionality. Such a shame. 

View comment · Posted Jul 18, 2023 · Terry Knox

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Terry Knox commented,

Community comment Feedback - Reporting and analytics (Explore)

Just to add to the call for this to be added - we're very keen to know which searches/article views led to tickets, so we can work out how to improve the situation. 

View comment · Posted Mar 07, 2023 · Terry Knox

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Terry Knox commented,

CommentMeasuring success

Joshua G - The SLA dataset only has the concept of the final/current ticket assignee, so all breaches will be attributed to them. To my knowledge, there's no way to track breach events to specific groups/agents unless those groups/agents handle the ticket from beginning to end. It's a bit rubbish. 

There's a feedback thread, here

View comment · Posted Feb 02, 2023 · Terry Knox

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Terry Knox created a post,

Post Feedback - Reporting and analytics (Explore)

Currently, it is not possible to clone a dashboard and move all of the cloned reports to another, already existing dataset. The only options currently are to: 

1) Clone the dataset too, essentially creating a brand new dataset. 

2) Clone each individual report, one at a time, to the dataset you want, then recreate the dashboard from scratch. 

I'd like to see the option to clone a dashboard and move the cloned reports to an existing dataset in bulk. 

Posted Jan 24, 2023 · Terry Knox

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Terry Knox commented,

Community comment Feedback - Reporting and analytics (Explore)

Came searching for how to have my reports that show certain types of contact by month to show every month, even if there wasn't any contact. Very disappointed to see it can't be done. 

View comment · Posted Jan 12, 2023 · Terry Knox

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Terry Knox commented,

Community comment Feedback - Ticketing system (Support)

Yes! 

View comment · Posted Nov 21, 2022 · Terry Knox

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Terry Knox commented,

Community comment Feedback - Ticketing system (Support)

Hello! 

The big thing we need is the ability to report on SLA performance/adherence based on the ticket assignee at the time of the event. Currently all reporting is based on the current/final assignee. We're basically looking to give agents response time SLA targets, but we can't reliably do that right now. 

Also, a tiny thing, but can we rename "Next SLA Breach" in Views-look at all the dead white space.

View comment · Posted Nov 21, 2022 · Terry Knox

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Terry Knox commented,

CommentMeasuring success

Thanks! 

View comment · Posted May 16, 2022 · Terry Knox

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Terry Knox commented,

CommentMeasuring success

Justin H - Presumably I can "layer" on Next Reply Time in addition to the other options, to catch cases like this? I'd still want Periodic/Pausable Update to be policies used in almost all other cases. 

View comment · Posted May 16, 2022 · Terry Knox

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Terry Knox commented,

CommentMeasuring success

Completely baffled by the behaviour of SLA policies when tickets reopen - see bold text below: 

  • Periodic Update: If a ticket is reopened with an end user comment, nothing will happen. If a ticket is reopened, with or without an agent comment, the relevant Update metrics activate new targets.
  • Pausable Update: If a ticket is reopened with an end user comment, nothing will happen. If a ticket is reopened with a public comment from an agent, the relevant Update metrics activate new targets.

What's the thinking here? Surely if a ticket reopens, the update SLA targets should appear again? Some action is expected from the agent in almost all cases, right? Am I missing something? Is there a workaround? 

View comment · Edited May 05, 2022 · Terry Knox

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