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Abby

Joined Apr 07, 2022

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Last activity Dec 19, 2023

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ACTIVITY OVERVIEW

Latest activity by Abby

Abby commented,

CommentZendesk messaging

While our team generally likes the auto-accept feature, we find ourselves greatly missing the ability to reassign a chat after a certain period of time if the assigned agent isn't engaging. Already we've had issues come up where an agent forgets to click "invisible" when taking a quick break, they get assigned a chat, and that customer is left waiting for an extended period of time. Losing the ability to reassign a chat after a certain period of time makes this feature much less appealing for our team. 

View comment · Posted Dec 13, 2023 · Abby

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Abby commented,

CommentHow to troubleshoot issues with live chat

This is incredibly poor behavior. Customers are adding their email address to chat after they've sent their first message, and then we have to re-ask the customer to give us their email if we need it to troubleshoot? Customers are asking why we have to ask them for this again if they've already given it to us. It doesn't make any sense. 

View comment · Posted Jul 13, 2023 · Abby

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Abby commented,

CommentAdditional ticket channels

My team has experienced a lot of pain around the tabs moving back and forth depending on which includes the most recent message. We chat, and prior to Agent Workspace, my team really utilized muscle memory to navigate tabs. Now that these move position, they can no longer use that muscle memory. My team is reporting that they keep mixing up who to respond to, causing significant slow down. Is there any way to prevent tabs from moving positions? 

View comment · Posted Jul 13, 2023 · Abby

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Abby created a post,

Post Q&A - Reporting and analytics

I'm trying to build a report that surfaces new tickets worked by my team. I can report on public comment updates (tickets worked, metric #1) and I have a custom metric that reports on tickets that have gone from unassigned to assigned (new tickets, metric #2). How do I write a single metric to give me ticket IDs where both of these updates are true? 

Posted Jul 03, 2023 · Abby

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Abby commented,

CommentRelease notes

I'm curious about the improvement to missed chat reliability-- what may have previously been inaccurate that's been improved? Can I have more context to this release? 

View comment · Posted Sep 19, 2022 · Abby

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