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Sara Bradley-Bussell

Joined Nov 21, 2023

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Last activity Dec 19, 2024

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ACTIVITY OVERVIEW

Latest activity by Sara Bradley-Bussell

Sara Bradley-Bussell commented,

Community comment Feedback - Ticketing system (Support)

We have also encountered the issue that voicemail tickets are no longer categorized as coming from the ‘Voicemail’ channel. Since tickets are created at the time the call enters the queue rather than after they are picked up or after the voicemail is left. This has caused huge issues with our triggers that have used the condition ‘Channel > is > Voicemail’ or even being able to set up views to capture voicemail tickets. 

View comment · Posted Jul 25, 2024 · Sara Bradley-Bussell

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Sara Bradley-Bussell commented,

CommentRouting

Shaun Murray we have run into the same issue with skills and calls - once a skill fires on a call ticket, skills won't be considered again even if they are changed or removed. We had to do away with omnichannel routing for calls entirely given that tickets generated by voicemails can't be routed by omnichannel either which is a huge pain point for our teams.

View comment · Posted Jul 24, 2024 · Sara Bradley-Bussell

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Sara Bradley-Bussell commented,

Community comment Feedback - Ticketing system (Support)

Barry Neary That is correct, I did provide this use case/explain our feedback to our account representative Sam Gervolino a while back as well so I believe this was documented as customer feedback, at least from our account. I am happy to resend the use cases if that is helpful.

Thank you! 

View comment · Posted Jul 08, 2024 · Sara Bradley-Bussell

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Sara Bradley-Bussell commented,

Community comment Feedback - Ticketing system (Support)

Barry Neary I love that we can update skills through triggers now, however, when the skills on a ticket change, the ticket does not go through the omnichannel routing process again to assign that ticket to a new agent who has the skills to work the ticket. This somewhat defeats the purpose of using a trigger to update the skills in my opinion. We need tickets to stay with agents that have the skills to work the ticket but to re-assign the ticket to a new agent if the skills no longer match the previous agent. 

 

We have created a workaround that unassigns the ticket every time the skills on a ticket change to prompt the system to reassign it to a new agent with the corresponding skills, but this solution also causes issues. Namely, if an agent is still able to work that ticket, they have to re-assign it to themselves again in order to do so which also requires that all agents have set up the setting to ‘stay on ticket.’ 

View comment · Posted Jul 04, 2024 · Sara Bradley-Bussell

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Sara Bradley-Bussell commented,

CommentViewing and using dashboards

The filtering for the live data set does not allow for much granularity, are there plans for introducing more filters soon, or a workaround to filtering these tiles down further? For example, we have three primary groups in Zendesk with hundreds of agents, but within each group outside of Zendesk, we have separate teams with different managers. Our managers need to see their direct agents live statuses and tickets but they are unable to do so efficiently if they can only filter by Group or a single name. We need a live filter for agent names, tags, etc. that we can group to get this level of detail. 

View comment · Edited Mar 21, 2024 · Sara Bradley-Bussell

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