Recent searches
No recent searches

GUSTAVO FREIRE LOPES
Joined Oct 16, 2021
·
Last activity Oct 30, 2023
Following
0
Follower
1
Total activity
35
Votes
4
Subscriptions
23
ACTIVITY OVERVIEW
BADGES
ARTICLES
POSTS
COMMUNITY COMMENTS
ARTICLE COMMENTS
ACTIVITY OVERVIEW
Latest activity by GUSTAVO FREIRE LOPES
GUSTAVO FREIRE LOPES commented,
Hi Dane
I'm trying to set up a trigger condition, for exemple "channel is side conversation", but there is no such channel. We need to add a tag to use omnichannel routing.
Regards.
Gustavo
View comment · Posted Jun 28, 2023 · GUSTAVO FREIRE LOPES
0
Followers
0
Votes
0
Comments
GUSTAVO FREIRE LOPES commented,
In tickets events we can see that the SLA policy is applying successfully for whatsapp, but in views we can't see any countdown in SLA column.
On Explore we can see FRT, but not in views as i said.
View comment · Edited Apr 04, 2023 · GUSTAVO FREIRE LOPES
0
Followers
0
Votes
0
Comments
GUSTAVO FREIRE LOPES commented,
Hi @Barry Neary
We are experiencing some issues with inactive message (Whatsapp) tickets.
From zendesk documentation we know that:
"To be assigned to inactive message tickets (more than 10 minutes without a reply), an agent must have spare capacity, but the ticket doesn’t use up any of that capacity."
When queue is formed and several message tickets are set to inactive omnichannel routing assigne too many inactive tickets to agents with spare capacity, more disturbing than helping.
We understand that the maximum capacity is for active message tickets, but we also belive that auto assign for inactive tickets should be limited by paramer.
It is not something that happens everyday, but when it happens is very annoying. Please, can you check this?
Situation where 15 tickets were assigned to one agent:
View comment · Posted Mar 14, 2023 · GUSTAVO FREIRE LOPES
0
Followers
1
Vote
0
Comments
GUSTAVO FREIRE LOPES commented,
Hi @...
I have an Enterprise licence, but It seems not to be available for me.
Can you help?
Best Regards.
View comment · Posted Sep 26, 2022 · GUSTAVO FREIRE LOPES
0
Followers
0
Votes
0
Comments
GUSTAVO FREIRE LOPES commented,
Hi Barry
Does omnichannel routing supports text channel?
Also email tickets are taking too much time to routing. We have multiple agents with spare capacity, but tickets continue without assignee 15 minutes after creation
Regards.
View comment · Edited Aug 29, 2022 · GUSTAVO FREIRE LOPES
0
Followers
1
Vote
0
Comments
GUSTAVO FREIRE LOPES commented,
Yes, please let us hide this button. It is bad for agents and admins.
View comment · Posted Sep 27, 2021 · GUSTAVO FREIRE LOPES
0
Followers
1
Vote
0
Comments
GUSTAVO FREIRE LOPES commented,
Zendesk should really take a look at this.
View comment · Posted Jun 23, 2021 · GUSTAVO FREIRE LOPES
0
Followers
2
Votes
0
Comments
GUSTAVO FREIRE LOPES commented,
Olá.
No entanto só conseguimos colocar um formulário por grupo, e mesmo assim fica somente pré-selecionado, não oculta os demais formulários pertencentes aos demais grupos
View comment · Posted May 25, 2021 · GUSTAVO FREIRE LOPES
0
Followers
0
Votes
0
Comments