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Ирина Курда's Avatar

Ирина Курда

Joined Jun 20, 2022

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Last activity Mar 20, 2024

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ACTIVITY OVERVIEW

Latest activity by Ирина Курда

Ирина Курда commented,

Community comment Feedback - Ticketing system (Support)

Totally agree with Slava Skorbezh. During the incident the agent has to do a lot of routine manual work, and this increases the time of ticket processing.
I am very disappointed to hear from you that such a improvement is not in the plans for this year

View comment · Posted Mar 20, 2024 · Ирина Курда

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Ирина Курда commented,

Community comment Feedback - Chat and Messaging (Chat)

I agree with Maxim
Right now we can't use all the features of Flow Builder and Answer Bot, and we would like to help customers even more

View comment · Posted Mar 16, 2023 · Ирина Курда

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Ирина Курда commented,

CommentRouting

Hi Barry Neary
Tried the option for the inactive ticket yesterday. Unfortunately, it didn't work for us, because the setting was triggered whenever the ticket was updated. In our case: after creating a ticket, the client's information is added to it and the redirection setting was triggered in just a few seconds

View comment · Posted Nov 22, 2022 · Ирина Курда

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Ирина Курда commented,

CommentRouting

Thank you so much.
We will try this way of working

View comment · Posted Nov 21, 2022 · Ирина Курда

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Ирина Курда commented,

CommentRouting

Thanks Barry Neary

We will try to use your option today. But there is one question: we put that the ticket has been updated, but if the client does not write anything, it will not be considered that the ticket has been updated?

View comment · Posted Nov 21, 2022 · Ирина Курда

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Ирина Курда commented,

CommentRouting

Barry Neary

Thanks
We will try this way of working
No timeline for when it will be possible to manage active and inactive tickets?

View comment · Posted Nov 10, 2022 · Ирина Курда

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Ирина Курда commented,

CommentRouting

Barry Neary

Yes, these tickets are from the messaging channels

View comment · Posted Nov 09, 2022 · Ирина Курда

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Ирина Курда commented,

CommentRouting

Hi Barry Neary

We've been using this feature for over a week now and have run into a problem we can't solve ourselves. 
Some tickets are being routed to another group of agents. These tickets are not taken by agents right away, but after enabling omnichannel routing all these tickets started to be automatically assigned to agents. Is there any way to fix this?

View comment · Posted Nov 09, 2022 · Ирина Курда

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Ирина Курда commented,

CommentRouting

I want to support the previous comment. Information about not accepted chats is very necessary thing. Now there is no understanding why one ticket is not assigned for 2 minutes, and the other is assigned in a couple of seconds

View comment · Posted Nov 03, 2022 · Ирина Курда

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Ирина Курда commented,

CommentTeam members and groups

Can you tell me if in the existing report on the status of agents we can see the status of "Transfer Only"?

View comment · Posted Oct 27, 2022 · Ирина Курда

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