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Ivo Pereira Tromm

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Activity overview

Latest activity by Ivo Pereira Tromm
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    Ivo Pereira Tromm commented,

    Thanks Dan for sharing information about Notify. I will study a little more its features and evaluate the possibility of implementing in our company.  Regards.

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    Ivo Pereira Tromm commented,

    Thanks Dan. I've heard about automations and have already used them as an alternative. But we are looking for something else. I asked if Zendesk have plans about this functionality because we under...

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    Ivo Pereira Tromm created a post,

    SLA Reminders and escalation

    Given that our support teams work with high demands, it would be essential to have a reminder related to SLA policies. The tool could allow you to set up a notification or email to the ticket agent...

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    Ivo Pereira Tromm commented,

    Thanks Dan; I will follow this thread (SLA for a multi-step process) and put some feedback with our uses cases.  

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    Ivo Pereira Tromm commented,

    Olá Pedro Obrigado por compartilhar as alternativas. Vamos aplicar essas automações para validar a efetividade da ação.  Mesmo assim, reforço que se houvesse uma configuração na ferramenta que apre...

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    Ivo Pereira Tromm created a post,

    Lembretes de SLA e escalação de tickets

    Answered

    Considerando que nossas equipes de suporte atuam com alto volume de demandas, seria imprescindível que houvesse um lembrete relacionado as políticas de SLA. A ferramenta poderia permitir configurar...

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    Ivo Pereira Tromm commented,

    Hello everyone! We also have in our support teams the need for multiple agents to act on a single ticket. Thinking of a complex scenario where I have a service team that has ownership over the busi...

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    Ivo Pereira Tromm commented,

    We understand that this suggestion is extremely important for many auto assignment scenarios. The intention would be to allow the creation of filters / rules that perform automatic assignment based...

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    Ivo Pereira Tromm commented,

    We understand that this suggestion is extremely valid. In addition, it would be important to be able to define what these statuses would look like for customers by defining the behavior and label p...