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Edmond Dang

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Activity overview

Latest activity by Edmond Dang
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    Edmond Dang commented,

    1. Agent guide
    2. Ticket basics
    3. Working with tickets

    Are we able to customize the dashboard here? We want to be able to edit and add columns similar to how we would do this when we go into "Admin Settings" --> "Views". Essentially we want our SLA (ne...

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    Edmond Dang created a post,

    Dedicated time for clearing out remaining queue in Chat

    Answered
    1. Community
    2. Feedback - Chat and Messaging (Chat)

    Hi everyone! Our team has operating hours set till 8 pm but our agents are scheduled to work until 8:30 pm so that they can clear out any remaining chats left in our queue. The only issue is that a...

    • Edmond Dang
    • Created
    • 2 followers
    • 1 comment
    • 1 vote
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    Edmond Dang created a post,

    CSAT Being Given to Incorrect Agent

    Answered
    1. Community
    2. Feedback - Ticketing System (Support)

    Hi team, I've seen this happen pretty often and wondering if there is a way to fix the way CSAT's are allocated to agents:1- Client contacts customer service and interacts with Agent12- Ticket rema...

    • Edmond Dang
    • Created
    • 3 followers
    • 1 comment
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    Edmond Dang created a post,

    Keyboard Shortcut Customization

    1. Community
    2. Feedback - Ticketing System (Support)

    Our team noticed for a while that command+backspace doesn’t work in ZD, but works in other applications. It’s used to quickly remove a whole line which makes typing efficient. The team has been usi...

    • Edmond Dang
    • Created
    • 3 followers
    • 3 comments
    • 3 votes