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Brian Haine
Joined Dec 02, 2021
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Last activity Dec 29, 2021
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Latest activity by Brian Haine
Brian Haine commented,
As a new ZD customer, so far the SLA feature is very useful.
we have found a few things that we would like to modify.
1st is an SLA option that doesn't get paused. it is all too easy for an agent to set a ticket to pending to pause the timers.
we have SLAs of 5 & 15 mins but the SLA breach doesn't go that granular so sometimes we don't see a breach until an hour later.
we would like to generate emails based on the upcoming SLA breaches.
View comment · Posted Dec 29, 2021 · Brian Haine
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Brian Haine created a post,
Our agents & customers want to see our logo as part of the agent signature.
Currently, it only works as an Image URL link which gets blocked by most companies in outlook. (which looks terrible)
this seems to be a simple requirement for email communications & hurts user adoption for a new ZD customer!
Posted Dec 29, 2021 · Brian Haine
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Brian Haine commented,
Role & groups would be huge
View comment · Posted Dec 02, 2021 · Brian Haine
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