Aaron Doane
Customer Support Manager
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Total activity38
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Last activity
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Member since
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Following0 users
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Activity overview
Latest activity by Aaron Doane-
Aaron Doane commented,
Just wondering if there is any traction on this? We see tickets drop to the bottom of our views regularly, causing agents to not trust the SLA targets as a good method to prioritize tickets.
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Aaron Doane commented,
This is a significant pain point for our agents as they are preparing escalations. The Side Conversation form that we have built as a macro acts as a troubleshooting check-list, so an agent may spe...
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Aaron Doane commented,
Bumping. Not being able to customize this view really limits the functionality. During a live critical incident, the Problem Ticket is mission control. As a support manager, I need to be able to t...
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Aaron Doane commented,
Heather Rommel I tried to follow your link, but the page doesn't exist :(
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Aaron Doane commented,
The work-around to this is to use an additional Next Reply Time SLA. The downside to this is that moving a ticket to Pending Status without a Public comment does not re-activate the Pausible SLA ta...
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Aaron Doane commented,
This would be a great enhancement!
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Aaron Doane created a post,
Feature Request - Allow Pausible Update SLA Target to be set when End Users reply to tickets
We are relying heavily on this SLA target for queue management and there is a crack in the logic that a number of tickets are falling through, which is causing upset customers when their tickets ar...
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Aaron Doane commented,
The custom statues are great! Is there any ETA on when they will be available to be used in Explore filters? Currently, when I filter on Ticket Status, I am only presented with the generic options....