Mateusz S
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Total activity82
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Last activity
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Activity overview
Latest activity by Mateusz S-
Mateusz S commented,
Hi,What's the logic behind the difference between FRT metric we can report on and FRT metric in SLAs?Is there a work around for adding FRT SLA to tickets created with a private comment?
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Mateusz S commented,
Thank you Susan Maher, this is very helpful. Ideally, I would like to work with only one policy, however, this is very important for us that all the tickets haves SLAs applies. Otherwise, tickets a...
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Mateusz S commented,
Hi,I would like to base our SLAs on two metrics: First and Next reply time.1. Is First reply time SLA counted correctly also for tickets with no public comment? E.g. tickets for missed chats with i...
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Mateusz S commented,
Hello, And is it possible to add switch from 'Close tab' to 'Stay on ticket' as an action in macros?
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Mateusz S commented,
Hello, Is it possible to add as action for some macros a switch from 'Next ticket in view' to 'Stay on ticket'?Our agents need more time on some of the tickets and we use macros just to send a cann...
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Mateusz S commented,
Hello, is there any update on this? This behaviour is really making it difficult for our frontline agents to escalate tickets since tickets are sometimes reassigned back to agents by Web Service ev...
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Mateusz S created a post,
Triggers on chat
Hi, currently we use triggers to send welcome messages to customers on chat. Is there any chance to use dynamic content to send the message in multiple languages with one trigger?Second feature tha...
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Mateusz S created a post,
No missed chat ticket for transferred chats
Hi, we offer service in 5 languages and chats are sometimes assigned to a wrong department. In this case we use transfer to department option.To spare customers frustration when they see that an ag...
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Mateusz S commented,
Hello, I have different problem, but hiding chat events could help us as well.We offer chat in 5 languages and chats are sometimes assigned to a wrong department. In this case we use transfer to de...
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Mateusz S commented,
Hi Ben Van Iten. We use chat widget integrated with Zednesk Support platform. Can you please advise what options we can use to make it clear to the customers that operations hours have ended?