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Nick S
Joined May 17, 2024
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Last activity Jan 12, 2025
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Latest activity by Nick S
Nick S commented,
Hi Andres, thank you for sharing that, however we do not use Zapier and ideally would like a workflow that doesn't rely on another third party.
View comment · Posted Jan 09, 2025 · Nick S
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Nick S commented,
Agreed on Jahns' point above, our agents have ended a Messaging ticket, and through omnichannel routing settings unassigns the ticket, which then can't be re-assigned through omnichannel routing settings.
We're seeing the same results of ‘stranded’ Messaging tickets which are no longer being routed if they have been unassigned, despite agents having availability and capacity.
View comment · Posted Dec 20, 2024 · Nick S
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Nick S commented,
+1 on this. As our queues grow it would be helpful to see the exact tickets in queue and their order within said queue.
View comment · Posted Dec 15, 2024 · Nick S
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Nick S commented,
Hi team, what is the suggestion to manage large outliers in expected wait time which are inaccurate. We are seeing large expected wait times of several hours when most tickets are responded to within a few minutes.
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View comment · Posted Nov 27, 2024 · Nick S
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Nick S commented,
Is there any way to see beyond the 20 most recent pages/help centre articles viewed?
View comment · Posted Nov 25, 2024 · Nick S
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Nick S commented,
+1 on Rubens point. We'd like the positive rating to the at the top, but we don't have the ability to change the order.
View comment · Posted Nov 07, 2024 · Nick S
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Nick S commented,
Spot on, Brayden - with the old Zendesk Chat we had the ability to block by IP Address which was a handy feature. Although it didn't stop people from using a VPN for a different IP address it was still a greater deterrent than just an email address/private window which is very easy to do.
View comment · Posted Nov 06, 2024 · Nick S
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Nick S commented,
I'd love if we could get the UK English as an option for our bot instead of just US English. Is this something which could be added in a future update?
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View comment · Posted Oct 28, 2024 · Nick S
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Nick S commented,
Following - this would be handy. Moving tags to the bottom of the screen with skills, or having the field collapsable gives a lot more real estate to the more important ticket aspects. Hiding tags altogether isn't an ideal solution.
View comment · Posted Oct 17, 2024 · Nick S
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Nick S commented,
Hi Tetiana, yes I see the comment in the ticket events within Agent Workspace, however I know agents would love to be able to see this feedback where it used to be; at the top of the ticket underneath the satisfaction provided. Bit more visible compared to changing to events view.
View comment · Posted Oct 16, 2024 · Nick S
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