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Morten Frisch
Joined Nov 12, 2021
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Last activity Nov 26, 2024
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Latest activity by Morten Frisch
Morten Frisch commented,
In Explore there are attributes called "Requester role" which we use as filter on “"End-user” and the attribute "Requester status", with the options Active, Deleted, Null AND Suspended. But for some reason, the suspended option never yields any results, even though we have hundreds of suspended users whom we can clearly see through advanced search.
Why is this?
View comment · Edited Oct 27, 2024 · Morten Frisch
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Morten Frisch commented,
I did some testing on this round robin functionality in our sandbox. We created 11 tickets, and then changed the Agent Status to Online for 1 agent. He immediately got 10 of the tickets assigned to him, and the second agent who logged in a few minutes later got the last ticket. Would it be possible to change this behavior? No one wants to be the first one to log in when they get so many tickets up front.
Ideally there needs to be some config option to limit the amount of tickets distributed for each round robin iteration (or per hour), or as a minimum change the invisible threshold of 10 tickets, to another, lower, number.
View comment · Posted Sep 15, 2024 · Morten Frisch
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Morten Frisch commented,
Will this decade old problem be solved with the release of unified statuses? Add a custom status called Out of Office, and let the agent custom status be included as options in triggers and automations. Problem solved.
View comment · Posted Sep 10, 2024 · Morten Frisch
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Morten Frisch commented,
When will the generation of schedules and the publishing of schedules be included in the audit log? We have a recurring problem where “someone” is generating schedules on the wrong hierarchy level, and publishing it for everyone, but we have no insights into who is doing it.
View comment · Posted Jul 23, 2024 · Morten Frisch
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Morten Frisch commented,
I second Lauren on this one. Albeit you can chose to be logged in after a browser/session restart, you still have to open the extension and click “start tracking” for it to work. Is it possible to get it to start automatically when you log in to one of the external URL`s or to Zendesk?
View comment · Posted Jul 02, 2024 · Morten Frisch
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Morten Frisch commented,
Current way of restricting or granting access is a pain, and we need to manually remove new agents added all the time, since not everyone should use WFM, and leaving them in clutters the view for those who do.
Please add the access options for WFM in the same place as all the other products:
Admin→People→Team→Team members→Product Roles
View comment · Posted Apr 28, 2024 · Morten Frisch
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Morten Frisch commented,
I have created a work-around trigger for this that does the trick:
Conditions:
Ticket IS Created
Channel IS Closed Ticket
Current user IS NOT (agent)
Actions:
Email user - (requester)
Email subject - Unable to process request {{ticket.id}}
Email Body - An explanation that requester needs to make a NEW ticket, bla, bla, bla
Status - Closed
Group - whatever group you want
Assignee - whatever agent you want (I created a system user for this purpose)
Add tags - followup_rejected (and I use this in CSAT and other automations to NOT send anything to the requester)
With this trigger the follow-up tickets are auto closed and out of sight, and requester is notified.
View comment · Edited May 05, 2022 · Morten Frisch
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Morten Frisch commented,
Hi,
I am trying to adjust our business logic so that the Ticket Form used for ticket creation is chosen based on which Group routing is done in our TALK IVR.
Today all incoming calls, regardless of which department they are routed to, uses the same Ticket form, which is less than optimal.
A trigger would look like this:
Conditions:
Ticket is Created
Channel is Phone Call (incoming)
Call IVR destnation is XX
Action:
Form is YY
Group is ZZ
For some reason, the Call IVR destination is not an option in triggers. Any other way to achieve this?
Best regards,
Morten Frisch
View comment · Edited Nov 13, 2021 · Morten Frisch
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