D. J. TAYLOR

1. Support
2. ...
3. Agent guide for Support
4. Updating and solving tickets

Jessie: We've had the situation arise where someone that was CC'd on the ticket sent an email in response to a solved ticket, but the ticket wasn't reopened as it would have been if the requester h...

• View comment
• D. J. TAYLOR
• Created October 13, 2016 14:45
• 0 votes

1. Community
2. Feedback on Chat
3. Feedback For Customers Chatting Out of Operating Hours

I agree with Simon.  In our case, the customer initiates the chat and an agent serves the request.  Once the chat is over, the agent closes the chat.  The problem occurs if the customer sends a new...

• View comment
• D. J. TAYLOR
• Created September 22, 2016 12:53
• 0 votes

1. Community
2. Feedback on Chat
3. Create new ticket for each chat session

Harish, We proactively end our chat sessions with customers and then go to Zendesk to solve the ticket.  We need a new ticket created for each chat request instead of appending the existing solved ...

• View comment
• D. J. TAYLOR
• Created July 15, 2016 19:46
• 1 vote

1. Community
2. Feedback on Support
3. Round Robin assignment

Erin: How's that cherry-picking project coming?

• View comment
• D. J. TAYLOR
• Created April 01, 2016 13:42
• 0 votes