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Allie McCaw-Niederer's Avatar

Allie McCaw-Niederer

Joined Sep 14, 2023

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Last activity Feb 08, 2024

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ACTIVITY OVERVIEW

Latest activity by Allie McCaw-Niederer

Allie McCaw-Niederer commented,

Community comment Feedback - Ticketing system (Support)

Resurrecting this request since we're in 2024 -- any updates on when we can expect some iteration here? It's so strange to see "Updates" on the main dashboard for tickets that were closed months ago. Confusing for our agents for (what I can tell) no good reason. 

Thanks for any insight!

View comment · Posted Feb 08, 2024 · Allie McCaw-Niederer

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Allie McCaw-Niederer commented,

CommentUsing the knowledge base in Help Center

Hi there - we've opted to moderate all end-user content using the Moderation Queue manually. Can we create support tickets from pending posts or comments in that queue (before they've been approved or rejected)?

For example, attached is a screenshot of a test post I created and sent to the Moderation Queue. This is the type of message we'd rather route to our inbox rather than allow on our public forum, but I'm not seeing anything where one of our team's moderators could create a ticket the way they can from approved public posts within Gather. Thanks!

View comment · Posted Jan 22, 2024 · Allie McCaw-Niederer

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Allie McCaw-Niederer commented,

CommentSetting up and managing community

I, too, am running into difficulty awarding a badge to my own team members. When I click on their posts within Gather, their Support profile opens up showing all their tickets. I do not see anywhere to Award a Badge. 

View comment · Posted Jan 08, 2024 · Allie McCaw-Niederer

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Allie McCaw-Niederer commented,

Community comment Feedback - Voice (Talk)

We do not currently use Talk (only email support), but our agents have reported that when they navigate away to Slack, another tab, etc. for too long, their status has been set to Offline without them being made aware. Is this a known issue for more than Talk? Any workarounds?

View comment · Posted Sep 14, 2023 · Allie McCaw-Niederer

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