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Scott Tynan

Joined Apr 10, 2024

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Last activity Feb 24, 2025

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ACTIVITY OVERVIEW

Latest activity by Scott Tynan

Scott Tynan created a post,

Post Feedback - Ticketing system (Support)

Summary: We request the ability for admins to configure the behavior of the system when a light agent creates a ticket and CCs other light agents, ensuring that all communications are based on their security roles rather than their involvement in the ticket.

Details: Currently, when a light agent creates a ticket via email and CCs other light agents, the system treats them all as end users. This results in:

  • Light agents only seeing public comments in email notifications.
  • All comments made by light agents being treated as internal, which means they cannot see previous internal comments in the email notifications.

This behavior causes significant frustration and inefficiencies, as light agents are unable to view the complete history of the ticket, leading to potential miscommunication and delays in resolving issues.
 

Proposed Solution:

  1. Role-Based Communication Settings:
    • Allow admins to configure the system to treat light agents based on their security roles when they create a ticket and CC other light agents. This ensures that light agents can see all relevant comments (both public and internal) in email notifications.
  2. Visibility Control for CC'd Light Agents:
    • Provide an option to set the visibility of comments for CC'd light agents based on their security roles. This can be implemented as a setting in the admin panel where admins can specify whether CC'd light agents should see all comments or only public comments.

Benefits:

  • Improved Communication: Ensures that light agents have access to all relevant information, reducing the risk of miscommunication and improving collaboration.
  • Enhanced Efficiency: Reduces the need for manual adjustments and follow-ups, saving time and effort for both agents and admins.
  • Flexibility: Allows admins to tailor the communication settings based on the specific needs and workflows of their organization.

Impact: Implementing these features will streamline the ticket management process, enhance communication among light agents, and reduce the risk of important information being overlooked due to visibility settings.

Conclusion: We believe that these enhancements will significantly improve the usability and functionality of the system for light agents, aligning it more closely with our operational needs.

Posted Feb 24, 2025 · Scott Tynan

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Scott Tynan created a post,

Post Feedback - Ticketing system (Support)

Summary: We request the ability to set comments made by light agents to be public by default and to manually choose the visibility level (public or private) for individual comments.

Details: Currently, comments made by light agents are automatically set to private, even when they initiate a ticket via email. This behavior persists despite the admin settings being configured for comments to be public by default. This limitation impacts our workflow by requiring additional manual steps to change the visibility of comments, leading to inefficiencies and potential miscommunication.

Proposed Solution:

  1. Default Public Comments for Light Agents:
    • Allow an option in the admin settings to set light agent comments to be public by default when they create or respond to tickets.
  2. Manual Visibility Control:
    • Provide the ability to manually choose the visibility level (public or private) for individual comments made by light agents. This can be implemented as a dropdown menu or toggle button next to the comment input field.

Benefits:

  • Improved Efficiency: Reduces the need for manual adjustments, saving time and effort.
  • Enhanced Communication: Ensures that relevant comments are visible to all necessary parties, improving transparency and collaboration.
  • Flexibility: Allows agents to tailor the visibility of comments based on the context and sensitivity of the information.

Impact: Implementing these features will streamline our ticket management process, enhance communication, and reduce the risk of important information being overlooked due to visibility settings.

Conclusion: We believe that these enhancements will significantly improve the usability and functionality of the comment system for light agents, aligning it more closely with our operational needs.

Posted Feb 24, 2025 · Scott Tynan

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Scott Tynan commented,

Community comment Feedback - Ticketing system (Support)

Please close

View comment · Posted Feb 24, 2025 · Scott Tynan

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Scott Tynan commented,

Community comment Feedback - Ticketing system (Support)

Can we close this ticket? No need to keep it open when there is a community post about it. Or have I missed something?

View comment · Posted Feb 24, 2025 · Scott Tynan

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Scott Tynan commented,

Community comment Feedback - Ticketing system (Support)

Why does this ticket exist?

View comment · Posted Feb 24, 2025 · Scott Tynan

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Scott Tynan commented,

Community comment Feedback - Ticketing system (Support)

+1

100% agree, we have had a few SLA breeches because of this oversight. 

 

View comment · Posted Feb 18, 2025 · Scott Tynan

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Scott Tynan commented,

Community comment Feedback - Ticketing system (Support)

+1

View comment · Posted Feb 13, 2025 · Scott Tynan

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Scott Tynan commented,

Community comment Feedback - Ticketing system (Support)

To get around this challenge we installed the free attachment manager app so that we could open the app to see all attachments for the ticket. 

 

View comment · Posted Feb 12, 2025 · Scott Tynan

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Scott Tynan commented,

Community comment Feedback - Ticketing system (Support)

Indeed our agents go straight to the views too, they almost never use agent home except to look at their satisfaction score. 

 

View comment · Posted Feb 12, 2025 · Scott Tynan

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Scott Tynan commented,

Community comment Feedback - Ticketing system (Support)

yes yes 100% yes this would be so helpful. 

View comment · Posted Feb 12, 2025 · Scott Tynan

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