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GUSTAVO FREIRE LOPES

Joined Oct 16, 2021

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Last activity Oct 30, 2023

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Latest activity by GUSTAVO FREIRE LOPES

GUSTAVO FREIRE LOPES commented,

CommentTicket automation and collaboration

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

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GUSTAVO FREIRE LOPES commented,

Community comment Feedback - Ticketing system (Support)

Hi Prakruti Hindia

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

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GUSTAVO FREIRE LOPES commented,

CommentRouting

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

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GUSTAVO FREIRE LOPES commented,

CommentViewing and using dashboards

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

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GUSTAVO FREIRE LOPES commented,

CommentRouting

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

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GUSTAVO FREIRE LOPES commented,

Community comment Feedback - Ticketing system (Support)

Yes, please let us hide this button. It is bad for agents and admins.

View comment · Posted Sep 27, 2021 · GUSTAVO FREIRE LOPES

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GUSTAVO FREIRE LOPES commented,

Community comment Feedback - Ticketing system (Support)

Zendesk should really take a look at this.

View comment · Posted Jun 23, 2021 · GUSTAVO FREIRE LOPES

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GUSTAVO FREIRE LOPES commented,

Community comment Feedback - Ticketing system (Support)

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

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