Maria Karenda
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Total activity68
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Last activity
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Member since
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Following0 users
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Votes35
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Activity overview
Latest activity by Maria Karenda-
Maria Karenda commented,
We need a week starting on Wednesday since our reporting is following a fiscal calendar. It would be great if someone from the Product team could give an answer if this added yet to the roadmap. ...
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Maria Karenda commented,
Same here! Really need the functionality of sharing with people without a Support seat.
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Maria Karenda commented,
We would love an option to select a default email address per group instead of the brand. We have the app and triggers in place but our agents would prefer the sender email being correct without ma...
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Maria Karenda created a post,
Measuring SLA by User Locale
Currently there is no option to measure SLA metrics by end-user locale - this is an important functionality we use in Insights to report on SLA Achieved % by market. Would be great if this can be l...
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Maria Karenda created a post,
Recipe for Ticket Changes required
I am looking for help with creating queries as we could do in insights using [Text Field] Previous Value and [Text Field] New Value. They used to be very handy measuring ticket escalations between ...
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Maria Karenda commented,
There is a metric called Achieved SLA Tickets in the Ticket SLAs Dataset. My concern is that I can't find a way to measure it per Requester Locale. Could this filter be added for the SLA queries?
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Maria Karenda commented,
Hey! We find that the warning icon is way too small and unnoticeable. In our case we need to take the customer through security when they contact us while not logged in. It's too easy for agents to...
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Maria Karenda commented,
Hi Shashank, That is useful for sure, however, currently we can't measure triggered chats with no reply from the customer.
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Maria Karenda commented,
+1
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Maria Karenda commented,
Hi! We need this functionality to work as well for our email templates. Is there any update?