Matthew Sammut
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Last activity
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Activity overview
Latest activity by Matthew Sammut-
Matthew Sammut commented,
Alina Wright though they are both destructive behaviour (which is in fact the reason we limit deletions) our agents should still be allowed to mark spam tickets and clear them from the queues. This...
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Matthew Sammut commented,
I was very excited when reading your email notification about this update because we had been missing this option to mark as spam.... but then I realized deletions and marking as spam are still the...
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Matthew Sammut commented,
Karen Hynes many people eagerly awaiting an update on this. Again IMO this should not be a planned feature but a mandatory function of your Talk module - is this close to completion? Can you keep u...
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Matthew Sammut commented,
Karen Hynes any further news on this? as you can see by the flood of comments this is, frankly, a core function for support teams, we really cannot do without it
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Matthew Sammut commented,
It does, thank you.
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Matthew Sammut commented,
Karen Hynes could you please be more specific? Does "core Zendesk states per channel" include the 3 scenarios I described above? or are these not available in version 1?
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Matthew Sammut commented,
Karen Hynes the highest KPI metrics on our list would be: 1. Online time (time logged in) 2. Time in an available state (total time where a user is available for a call/chat) 3. Time in an away/tra...
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Matthew Sammut commented,
Same here, any updates on this? Seems like a pretty fundamental feature which most other competitor products already have. "high on our backlog" posted back in 2018 does not give us much confidence...
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Matthew Sammut commented,
No idea why this would not be included from the start - online time and available time are core KPIs for any team lead or manager who is managing the availability of a support team. The data is the...
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Matthew Sammut created a post,
Ticket Merge only merges last comment
The "Merge Ticket" feature built into Zendesk does not do what it says on the tin. Instead it only 'merges' the last public comment of a ticket into a comment on the new ticket. Any other interacti...