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Barbara Brauner's Avatar

Barbara Brauner

Joined Oct 16, 2021

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Last activity May 17, 2022

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ACTIVITY OVERVIEW

Latest activity by Barbara Brauner

Barbara Brauner commented,

CommentGeneral questions and issues about tickets

+1

This feature would be really useful.

View comment · Posted May 17, 2022 · Barbara Brauner

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Barbara Brauner commented,

Community comment Feedback - Reporting and analytics (Explore)

+1 

This feature would be really helpful.

View comment · Posted Apr 13, 2022 · Barbara Brauner

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Barbara Brauner commented,

Community comment Feedback - Ticketing system (Support)

Same question. It's not just a nuisance, but really a security concern as described multiple times above.

View comment · Posted Apr 07, 2022 · Barbara Brauner

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Barbara Brauner commented,

CommentSetting up Agent Workspace
  • If there are multiple accounts defined for the same channel type (for example, WhatsApp), tickets can be routed by only by channel type, not by a specific integration account.

Is there a plan to address this limitation? How do other teams overcome this issue? Are there any workarounds?

Being able to add multiple Whatsapp accounts is of limited use to us, if we can't effectively do anything with them, i.e. can't differentiate from where the tickets are coming from.

Thanks.

View comment · Posted Feb 09, 2022 · Barbara Brauner

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Barbara Brauner commented,

CommentExplore recipes

Hi Ana-Alicia, if you've followed Giovanni's steps from above, you just need to click on "Ticket Channel" in the top left corner (below "Filters (1)"). That will show all channels stacked on top of each other.

View comment · Posted Jan 26, 2022 · Barbara Brauner

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Barbara Brauner commented,

Community comment Feedback - Ticketing system (Support)

Hi Dane,

Are you also planning to include "Next reply time" metrics for Social messaging channel in the future? That would be very useful too.

Thanks.

View comment · Posted Jan 25, 2022 · Barbara Brauner

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Barbara Brauner commented,

CommentExplore recipes

Very helpful, thanks a lot Elaine!

View comment · Posted Dec 11, 2021 · Barbara Brauner

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Barbara Brauner commented,

CommentExplore recipes

Hi Elaine,

Thanks for your response.

I'm referring to a variation of the first option: I've selected all "assignee names" in the row selector and when later on a new agent is added and also getting tickets assigned, they are showing up in the row selector, but not being automatically selected.

 

View comment · Posted Dec 07, 2021 · Barbara Brauner

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Barbara Brauner commented,

CommentExplore recipes

Hi, is there a way to have the Row Selector select all of the options at all times? What happens in my queries is that when a new option is added (e.g. because new agent is added etc.) this option will not be automatically included in the Row Selector selection. Any solution for this?

Thanks.

View comment · Edited Dec 03, 2021 · Barbara Brauner

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Barbara Brauner commented,

Community comment Feedback - Ticketing system (Support)

+1

That feature would be very helpful!

View comment · Posted Nov 17, 2021 · Barbara Brauner

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