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Danielle

Joined Aug 10, 2023

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Last activity Dec 16, 2024

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ACTIVITY OVERVIEW

Latest activity by Danielle

Danielle commented,

CommentTicket automation and collaboration

I've created a macro to action the following: leave an internal note, remove a single tag, and also change the priority to normal. The macro is not working to change the ticket priority from urgent to normal. I've checked the events to confirm this. Any suggestions? Thank you

View comment · Posted Aug 14, 2024 · Danielle

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Danielle commented,

Community comment Feedback - Chat and Messaging (Chat)

+1 We need this ability to ban users in messaging that are being abusive. Thank you! 

View comment · Posted Aug 06, 2024 · Danielle

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Danielle commented,

CommentRouting

Barry Neary It seems as if tickets that are reassigned, thus re-entering a custom routing queue, are being routed before the oldest tickets in that same custom queue. Is this expected, or should I open a support ticket for help? 

View comment · Posted Aug 06, 2024 · Danielle

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Danielle commented,

CommentRouting

If we have the backend re-routing un-assigned tickets back to the omnichannel routing queue logic enabled, how does that impact when/how that ticket is routed the second time? Does it up the priority or something similar?

Secondly, which has the higher priority: the initial queue eligibility or the subsequent queue eligibility? 

View comment · Posted Jul 31, 2024 · Danielle

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Danielle commented,

CommentMetrics, attributes, and filters

Hi! Could this be defined more clearly please ‘because the agent is not available at the moment?’ 

What defines unavailable? They are in a status that is offline for messaging? Thank you

View comment · Posted Jul 26, 2024 · Danielle

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Danielle commented,

CommentAccounts and billing

Plus 1 on interest in scheduling a webinar session . I don't see any availability currently.

View comment · Posted May 21, 2024 · Danielle

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Danielle commented,

CommentRouting

Hi Barry Neary I'm also curious about being able to enable this ourselves. Currently I'm testing Omnichannel routing and Messaging in our Sandbox. Is this something we'll be able to enable ourselves in Admin Center? Could you help me to enable it in our Sandbox instance? Thanks!

View comment · Posted May 10, 2024 · Danielle

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Danielle commented,

CommentCustomer management and profiles

“Suspended users can still chat, but no ticket is created.”  What does the suspended email user experience if they can still chat but a ticket isn't created? What is the agent experience in Agent Workspace - is the chat conversation visible in suspended tickets? Thank you! 

View comment · Posted May 07, 2024 · Danielle

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Danielle commented,

Community comment Feedback - Chat and Messaging (Chat)

Thank you! 

View comment · Posted May 01, 2024 · Danielle

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Danielle commented,

CommentRouting

Hi Barry Neary , I'm also curious about updates on the ability for SMS tickets to be assigned via Omnichannel routing. Is there an expected date for this? Thank you

View comment · Posted Apr 26, 2024 · Danielle

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