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Anton Van Heerden

Joined Feb 17, 2023

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Last activity Jan 30, 2025

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ACTIVITY OVERVIEW

Latest activity by Anton Van Heerden

Anton Van Heerden commented,

Community comment Feedback - Reporting and analytics (Explore)

Any update on this feature to set a default time filter. Large data sets like ticket updates take long to load on complex reports. 

View comment · Posted Jan 30, 2025 · Anton Van Heerden

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Anton Van Heerden commented,

Community comment Feedback - Reporting and analytics (Explore)

Any update on adding this report to the dashboard?

View comment · Posted Jan 08, 2025 · Anton Van Heerden

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Anton Van Heerden commented,

Community comment Feedback - Reporting and analytics (Explore)

Perhaps different permission levels are needed:

- Admin access allows edit/delete of all reports/dashboards

- Report Creator allows creating of new reports and editing of own reports as well as reports shared with them. They could also select the option to allow other Report Creators to edit and share their reports.

 

Permissions to be administered as part of the user role.

 

Besides the access to create/edit reports some improvement on report viewing permissions, Talk reports in particular, are also needed. The live Talk dashboard is only available to Talk Admins currently meaning team supervisors that need to monitor queues need Talk Admin privileges which allows full access to the talk configuration. One should be able to identify user roles that should have access to reports (Admins only, Agents or even custom roles).

View comment · Posted Aug 06, 2024 · Anton Van Heerden

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Anton Van Heerden commented,

Community comment Feedback - Ticketing system (Support)

+1 for the ability to have a whitelist of allowed file types. There are ways to build custom restrictions in the Help Center templates but that is not s secure way to do it. We need an admin or perhaps even owner only driven config setting that allows only certain types of attachments. 

View comment · Posted Apr 10, 2023 · Anton Van Heerden

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Anton Van Heerden commented,

Community comment Feedback - Ticketing system (Support)

+1 for this and I would like to add that the agent signature field should allow dynamic content with HTML formatting and liquid markdown logic

View comment · Posted Apr 05, 2023 · Anton Van Heerden

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Anton Van Heerden commented,

CommentEnd users and organizations

How often does this page refresh to show the most current tags?

View comment · Posted Apr 02, 2023 · Anton Van Heerden

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Anton Van Heerden commented,

Community comment Feedback - Ticketing system (Support)

+1 vote

View comment · Posted Feb 17, 2023 · Anton Van Heerden

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