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Kristen Mirenda

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Activity overview

Latest activity by Kristen Mirenda
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    Kristen Mirenda commented,

    Hi @Alex -- it's the same group working on both features. Because the features exist separately, the team has to do the work separately, and given the size of the backlog, has not been able to comp...

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    Kristen Mirenda commented,

    @Amanda -- additionally, if you're concerned about agents seeing (or editing) skills on the ticket, right now they can't.  Only admins can see that ticket field -- we made it available so that if y...

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    Kristen Mirenda commented,

    Hi @jalle and everyone -- just an update, we agree this is a good idea and appreciate your all sharing the use cases behind the request. The new CCs functionality remains in closed EAP with a small...

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    Kristen Mirenda commented,

    Hi there -- this is a great idea and something that has come up as we consider the more general theme of making it easier to manage all your business rules. However, it's not currently planned. We ...

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    Kristen Mirenda commented,

    Hi @Holly -- routing in its current state can potentially replace some triggers, particularly ones that route tickets to specific groups, who then use a group-restricted view to see their matching ...

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    Kristen Mirenda commented,

    Hi @everyone -- thank you so much, all of these are being added to the backlog for investigation. Next step is to prioritize which ones to tackle first. We will probably seek to cover an additional...

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    Kristen Mirenda commented,

    Just a note that @Massimo's question has been answered in the comments of the release announcement, where we're currently funneling the discussion.

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    Kristen Mirenda commented,

    Hi @Justin -- thank you! Most of those requests are already in the backlog. Our backlog is extensive so we're counting on customers to help us prioritize. Which of those is most critical for you? C...

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    Kristen Mirenda commented,

    @DJ -- these are as designed, and we understand that the current implementation is limited and won't work for everyone. We're releasing Routing iteratively, and each release will meet additional us...

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    Kristen Mirenda commented,

    Hi @Amanda -- right now this isn't about assignment, rather about visibility of a tickets to the pool of agents who have all the necessary skills. The next phase (which we're researching now) would...