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Socios Luciano P

Joined Dec 14, 2022

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Last activity Jul 16, 2024

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ACTIVITY OVERVIEW

Latest activity by Socios Luciano P

Socios Luciano P commented,

Community comment Feedback - Chat and Messaging (Chat)

I am fully in favour of making this feature available in messaging as soon as possible. Here's why:

 

We often encounter situations where tickets requiring technical escalation are put on hold until the underlying technical issue is resolved. However, if a customer reaches out again with a different query while their previous ticket remains open, we must ensure that a new ticket is created for their new issue rather than updating the existing ticket, which is unrelated to their current inquiry.

View comment · Posted Mar 29, 2024 · Socios Luciano P

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Socios Luciano P commented,

Community comment Feedback - Apps and integrations (Platform)

Hi @...

Thanks for the suggestion!

It is useful and I advised our agents to start using this functionality.

Thanks.

View comment · Posted Feb 28, 2024 · Socios Luciano P

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Socios Luciano P created a post,

Post Feedback - Apps and integrations (Platform)

I would like to be able to add more information in the form of comments when linking new Zendesk tickets to an existing Jira ticket. This feature will help provide more context in Jira for newly linked Zendesk tickets.

This is currently affecting our agents as at present they need to switch to Jira to input a comment related to the newly linked Zendesk ticket instead of completing this action directly from Zendesk. They are linking tickets on a daily basis and this can be counterproductive when having to link 200+ Zendesk tickets to a Jira ticket.

I would like to see a comment field below the 'Link issue' field as per the capture below.
Also, the option to make that comment field mandatory.

Posted Nov 02, 2023 · Socios Luciano P

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Socios Luciano P commented,

CommentSetting up Agent Workspace

It would be extremely useful for us to have visibility of end-user information such as location, browser, device, and IP address in the Agent Workspace as it will save agents valuable time to gather these details directly from the customer.

View comment · Posted Jan 24, 2023 · Socios Luciano P

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Socios Luciano P commented,

Community comment Feedback - Chat and Messaging (Chat)

It would be extremely useful for us to have visibility of end-user information such as location, browser, device, and IP address in the Agent Workspace as it will save agents valuable time to gather these details directly from the customer.

View comment · Posted Jan 24, 2023 · Socios Luciano P

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