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Shu Anne Tio

Joined Dec 02, 2022

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Last activity Nov 23, 2023

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Latest activity by Shu Anne Tio

Shu Anne Tio commented,

Community comment Feedback - Reporting and analytics (Explore)

Agreed!

example:

we have 2 custom Pending statuses

  • waiting for reply (require details before proceeding with ticket)
  • waiting for approval (confirming if the solution satisfies what was requested)

and different custom On Hold statuses (depending on which department Agents need support from)

knowing how long a ticket spends in each (custom) status will help us determine where the bottleneck is

 

View comment · Posted Feb 14, 2023 · Shu Anne Tio

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Shu Anne Tio commented,

CommentTicket customization

hi Dane Thanks for the reply. I'm not able to access that link. Possible to share more info here?

View comment · Posted Feb 03, 2023 · Shu Anne Tio

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Shu Anne Tio commented,

CommentTicket customization

hi, after activating custom statuses we are no longer able to see if a ticket is Closed.

All solved tickets are shown as Solved, regardless if the ticket can be reopened or not.

Is there a way around this?

*we do not want our agents to be able to select the status as Closed, but we want to be able to see if a ticket can still be reopened

View comment · Posted Feb 02, 2023 · Shu Anne Tio

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Shu Anne Tio commented,

Community comment Feedback - Help Center (Guide)

Hiii since this was a year ago - are there any updates?

View comment · Posted Dec 13, 2022 · Shu Anne Tio

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Shu Anne Tio commented,

CommentAdditional ticket channels

we tried to transfer the chat to another online agent.

there was no option to assign the chat to the other agent even though both were online.

View comment · Posted Dec 02, 2022 · Shu Anne Tio

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