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Niina Tuominen's Avatar

Niina Tuominen

Joined Jul 28, 2022

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Last activity Dec 05, 2024

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ACTIVITY OVERVIEW

Latest activity by Niina Tuominen

Niina Tuominen created a post,

Post Q&A - Talk and text

I'm trying to set up a Talk IVR menu where the customer hears a greeting and if they dial 0, the call would be disconnected after hearing a greeting. The use case here is that the IVR menu greeting asks if customer is a trained admin user (as our customers should all be) and if caller answers 0, which indicates that the caller is not a trained admin user, he/she would hear greeting and call would be disconnected.

 

In the route actions does not include option to disconnect the call so how are others solved cases like this? 

Posted Dec 05, 2024 · Niina Tuominen

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Niina Tuominen created a post,

Post Feedback - Ticketing system (Support)

Our agents fill in ‘ticket content’ field of each ticket they handle. We have premade field list of all kinds of  ‘ticket contents’ that tickets we received can be related to. Of this list our agents pick up which ‘ticket content’ the ticket they are handling is related to. Now we would like to show all same ‘ticket contents’ that is related to the ticket handled in the agent view. This way the ticket solving would be faster as the similar ticket had been solved already before and we can search help from those previous tickets to our current ticket case. 

 

We have also very comprehensive guide in use, but customer tickets are always little different as the articles are written little more general level. 

Posted Sep 05, 2024 · Niina Tuominen

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Niina Tuominen commented,

CommentTicket management

Thanks Zha, that is how I have done the process now, it is just that agents need to remember to use this macro with these incoming calls and change the comment type to internal.

View comment · Posted Feb 22, 2023 · Niina Tuominen

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Niina Tuominen commented,

CommentReporting and analytics admin questions

I have a scheduled pdf. dashboard which is sent to customer once a month and includes details about all the tickets row by row they have been sending us during the past month. If there is more tickets than can fit to the report screen on the dashboard, explore will cut out the end of the ticket list. Is there anyway I can automatize the report screen to be bigger based on the amount of data shown there? As it is pre-scheduled dashboard, there is no point of us going to the dashboard each month and check whether the data fits to the report screen.

View comment · Posted Feb 03, 2023 · Niina Tuominen

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Niina Tuominen commented,

CommentTicket management

I would need to configure ticket comment field as internal/private as default to specific brand. I guess this is not possible with trigger or any other way?

The use case here is that calls coming in under this brand are call requests which we forward to the party handling the actual issue of the customer call. That's why we should write down the details of the issue as internal comment and would be very helpful if the comment field would open as internal comment as default.

View comment · Posted Jan 31, 2023 · Niina Tuominen

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Niina Tuominen commented,

Community comment Feedback - Ticketing system (Support)

I guess reminder would be enough, but it would be more clear if the trigger would not allow to change the status of the ticket until the subject line is updated from the default one.

View comment · Posted Dec 22, 2022 · Niina Tuominen

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Niina Tuominen created a post,

Post Feedback - Ticketing system (Support)

Incoming calls create automated subject which tells nothing of the issue. This can be edited yes, but can I would need to create trigger which would force the agent to edit the subject line more descriptive. This not possible now in Zendesk

Posted Dec 14, 2022 · Niina Tuominen

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Niina Tuominen created a post,

Post Feedback - Voice (Talk)

Hi,

We would like to offer our customers good customer experience by offering them call back option if they happen to call us after hours. They would be called back during next business hours.

Posted Aug 17, 2022 · Niina Tuominen

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