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Adrian Bishop

Incorporación 15 abr 2021

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Última actividad 02 ago 2022

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RESUMEN DE LA ACTIVIDAD

Última actividad de Adrian Bishop

Adrian Bishop hizo un comentario,

ComentarioTicket automation and collaboration

Hi,

This: -

 

Note: Follow-up tickets are not created if a side conversation within a child ticket is updated while the parent ticket is closed. For more information about the parent-child relationship of tickets, see About side conversation child tickets.

 

 

Is causing us a real problem, why does this not work???

Side conversation tickets are being responded to when the main ticket is closed but those replies are going nowhere. This is really poor, is there an alternative solution to this?

Ver comentario · Publicado 02 ago 2022 · Adrian Bishop

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Adrian Bishop hizo un comentario,

ComentarioTicket editor, assignee, and requestor

Thanks for writing this article, we set this to agent view only to remove it from the submit a request form, we didn't expect this result.

Is this a bug? If not then the assumed feature seems ridiculous.

Ver comentario · Publicado 29 jul 2022 · Adrian Bishop

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Adrian Bishop hizo un comentario,

Comentario de la comunidad Feedback - Voice (Talk)

Looking forward to being able to report on agent availability in talk, this is a much needed KPI in our business.

Ver comentario · Publicado 07 jul 2022 · Adrian Bishop

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Adrian Bishop hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Amisha Sharma

Hello. It seems to have improved but only in terms of reliability, you still can't distinguish between the sub lines and the main heading.



Ver comentario · Publicado 23 may 2022 · Adrian Bishop

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Adrian Bishop hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

+1 to this idea!

The user data app is cumbersome, native functionality should capture when a user has multiple unsolved tickets.

Ver comentario · Publicado 24 mar 2022 · Adrian Bishop

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Adrian Bishop hizo un comentario,

ComentarioAdditional ticket channels

Why can't we consult when transferring to a group?

1. We like to consult, it is polite and good etiquette.

2. If they don't answer, call may be abandoned when we could potentially try someone else.

This is poor functionality. 

Ver comentario · Publicado 22 feb 2022 · Adrian Bishop

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Adrian Bishop hizo un comentario,

ComentarioTicket basics

Hi, we use support and talk mostly, one of the issues we have is when a customer calls us about an existing ticket, it always creates a new ticket which we then merge into the existing one, this is very messy. Could agent workspace improve this functionality?

Ver comentario · Publicado 04 feb 2022 · Adrian Bishop

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Adrian Bishop hizo un comentario,

Comentario de la comunidad Feedback - Voice (Talk)

I would like to see this in Explore so we can set targets for agent availability against missed calls/declined calls etc.

Ver comentario · Publicado 24 ene 2022 · Adrian Bishop

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Adrian Bishop hizo un comentario,

ComentarioCall routing, greetings, IVR, and recordings

How does this work on the 'transfer only' status? If agents are 'transfers only' does this cause the same problem as 'away' status.

 

Ver comentario · Publicado 21 ene 2022 · Adrian Bishop

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Adrian Bishop creó una publicación,

Publicación Feedback - Ticketing system (Support)

Hi,

It would be really useful to report on side conversation usage, e.g. who is regularly being contacted on side conversation tickets/emails.

Currently there is nothing available so any data would be a start

Publicado 21 ene 2022 · Adrian Bishop

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