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Hege Farsund Solheim

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Activity overview

Latest activity by Hege Farsund Solheim
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    Hege Farsund Solheim created a post,

    Chat queue in new agent workspace

    In the new agent workspace, our agents miss being able to see the chat and the customer before accepting it. In cases of repeat visitors to the chat, it would be neat that the agents could see this...

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    Hege Farsund Solheim created a post,

    Different colours for ticket tabs

    When working with multiple tabs, our agents find that it isn't easy to immediately identify which tab is the active one. It would be great if we could for example customize the UI colors for the ti...

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    Hege Farsund Solheim created a post,

    Bring additional customer information from chat into the new agent workspace

    Our customer care agents find a lot of added value in the sidebar information that is available in the chat, where customer browser and platform is listed.  Due to the nature of what we sell, havin...

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    Hege Farsund Solheim commented,

    Is it (or will it be) possible to assign triggers to a category in bulk? I would prefer to avoid editing the macros one by one in order to get them into their appropriate cateogories. 

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    Hege Farsund Solheim commented,

    100% agree - sending a ticket as an sms should be a drop-down feature (and not some trigger setup) and allow no signature. 

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    Hege Farsund Solheim created a post,

    Separate schedule/opening hours for callback

    We need to ensure that our agents can leave our office building at the end of our opening hours, as we do not have much flexibility in letting agents work after hours.  However, with callback, we d...

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    Hege Farsund Solheim commented,

    I would also really like to see how often a trigger is fired. When using pro-active chat via triggers, it would be nice to compare the number of times the trigger fired vs how many times the custom...

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    Hege Farsund Solheim commented,

    Thank you, that worked perfectly! 

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    Hege Farsund Solheim created a post,

    Post internal comment with trigger

    Answered

    I would like to offer extra information for our agents about a ticket topic or a customer/organization, to reduce the number of things our agents have to keep top of mind.  Our tickets are almost e...

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    Hege Farsund Solheim commented,

    I would also like to be able to recognize certain email domains and tag the incoming tickets accordingly via a trigger. Tagging individual profiles manually only get me so far, as the domains will ...