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Shannon Hayes

Joined Apr 05, 2023

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Last activity Dec 10, 2024

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ACTIVITY OVERVIEW

Latest activity by Shannon Hayes

Shannon Hayes commented,

CommentReporting and analytics for help center

Hi, 

When looking at the search query and top clicked articles, I am seeing a search query such as ‘order status’ and then the article clicked is ‘how do i return/exchange an item’. However, when I try to replicate this and search order status myself, I am not getting this article, and get a different result. 

Would we know why this is? 

Thanks! 

View comment · Posted Dec 10, 2024 · Shannon Hayes

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Shannon Hayes commented,

CommentTicket automation and collaboration

Hi, 

We are switching child tickets via side conversations on, as we have recently been doing this via the linked ticket app. However when creating the child ticket via the app, my agents would use a macro to ensure that they were including the correct information at the time of escalating to prevent further touches etc, which also then assigned the child ticket to the correct group based on the macro selected. 

My question is, can a macro applied into the body of the child ticket in the side conversation and if not, is there a work around?

Thanks! 

View comment · Posted Oct 01, 2024 · Shannon Hayes

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Shannon Hayes commented,

CommentTicket customization

Im creating web forms and have added a ticket field for email address and phone numbers. I have made these so that they are required before submitting the ticket, however I do I make the ticket field so that an email address or phone number has to be entered in the correct format to submit, and not just free text/numbers?

View comment · Posted Jul 25, 2024 · Shannon Hayes

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Shannon Hayes commented,

CommentTeam members and groups

Hi, 

Is there a way to create a custom data filter (ie ticket group)? I have groups that are for my customer service team and some for my internal teams. I have created a dashboard to view productivity, however both teams can filter other groups and see stats that they dont need to?

 

Thanks! 

View comment · Posted Jun 05, 2024 · Shannon Hayes

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Shannon Hayes commented,

CommentGeneral questions about email and email template

I have the 2 triggers Notify requester of comment update & Notify requester of received request active, however is there something I can set up to send a customer whenever they reply to an email. 

Example: I would like to send something such as:

Thank you for your reply. We are currently experiencing high volume of contacts, please allow us 48 hours to reply. 

They get this message on a new contact received, however I want this for also for any open ongoing replies. 

View comment · Posted Dec 21, 2023 · Shannon Hayes

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Shannon Hayes commented,

Community comment Feedback - Chat and Messaging (Chat)

Would be an amazing if this was possible!  

View comment · Posted Nov 15, 2023 · Shannon Hayes

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Shannon Hayes commented,

CommentViewing and using dashboards

Can you build a live dashboard to show live numbers for how many tickets you have open, pending and on hold within each group, rather than status update in the last 30mins / 60mins?

View comment · Posted Oct 11, 2023 · Shannon Hayes

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Shannon Hayes commented,

CommentConfiguring the Chat widget

Hi, 

I can see that we can add a greeting message, however can only be plain text. 

Is there a way to have a message or header appear once a customer comes through to live chat, advising the use of customer data and a link to our company's privacy policy?

View comment · Posted Apr 05, 2023 · Shannon Hayes

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