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Crystal Shepherd
Joined Jun 28, 2022
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Last activity Sep 26, 2024
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Latest activity by Crystal Shepherd
Crystal Shepherd commented,
I agree with Monica and many others above. We need the play mode feature view based, not role based to allow for more efficiency and flexibility with our agents. At times it hinders productivity instead of helping.
View comment · Posted Jan 12, 2023 · Crystal Shepherd
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Crystal Shepherd commented,
I agree. We hold teams accountable to updating customers and to have a report that shows time since last update in business hours/days instead of calendar allows us to report correctly on agent updates and escalate as needed.
I know there is a workaround to create an automation if a ticket goes so many hours without an update from the agent and create a tag and report on the tag, but a metric in reports would be so much easier and would allow us to see the full picture.
View comment · Posted Dec 29, 2022 · Crystal Shepherd
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Crystal Shepherd commented,
Thank you for the update, hope to have a release date announced early 2023. I'll agree with everyone here that this is a much needed feature. Using chat in Zendesk support is always such a great experience, it is a little frustrating that we can have the same tools.
I'm working to implement messenger now and testing is a bit rough since it all seems like one big long ticket.
View comment · Posted Dec 07, 2022 · Crystal Shepherd
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Crystal Shepherd commented,
Agreed, not being able to report the date since the last update the same way you would report on days since created is a much-needed feature.
View comment · Posted Oct 19, 2022 · Crystal Shepherd
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Crystal Shepherd commented,
Totally agree!
I need to add a couple of groups to multiple macros, and I have to manually go into each macro and search for each group I want to add to each macro. Very time-consuming.
View comment · Posted Oct 04, 2022 · Crystal Shepherd
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Crystal Shepherd created a post,
I like the new team member page, and I've used it often, however....
Now that the new team members page is replacing the old, you can't change people's groups or profiles unless you open 3 different tabs and 5 clicks just to access an agents profile as an admin. Additional tab to get to the admin center, then click on Team Members, then to click on the person, then to click Mange in support, which opens another tab and now you can update the groups/info for an agent.
I have a group of users to update, but their default group will have to be changed. This is a lot of clicks and time for small changes.
Posted Aug 10, 2022 · Crystal Shepherd
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