Rafael Santos
CRM Manager, Customer Service, at Uphold Inc
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Recent activity by Rafael Santos-
Katarzyna Karpinska, Josef refers to this article's assets:
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Additionally, we can include the Macro's ID in the ticket's macro_id field, so that it shows on the ticket audits.
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Great news!Thinking of workflows similar to what's possible in JIRA with linked issues for dependencies, or otherwise linking users in revision or approval workflows. With that in mind, will this b...
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Just one note there.On step 2, the Request method should be PUT instead of GET. API Reference / Ticketing / Users / #Update User PUT /api/v2/users/{user_id} Also, this might fail if you have Valida...
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Would this be a role permission to view tickets' SLAs? That would be quite interesting. In addition to this, it would be interesting to have "shadow SLAs", to allow us to define an SLA policy draft...
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+1 to being able to link a Schedule to a Calendar to define holidays. It would be amazing to have the option to link to a team calendar to identify working ours and Out-of-Office, such as what's av...
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Scott Allison, We'd use it to define what would be in risk of breach, though that can vary per SLA Policy, as there are different SLA Targets' times for different teams and lines of business. Team ...
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Cool update!Scott Allison Will we have the option to customise the amber badge's time threshold, instead of 15 minutes? If so, would it be customisable per SLA Policy?
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John Costello This was for the Support figures.Edit: We now have Drill-In for Chat and Talk, and those are showing accurate counts for Chat, while very weird ones for Talk agents.
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This feature looks quite promising! However, while trying to test it, I've observed that we have 116% of our total staff members showing up as Online users, or 127% of our used agent seats. Additio...