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Deb Kaseman's Avatar

Deb Kaseman

Incorporación 16 abr 2021

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Última actividad 01 mar 2023

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RESUMEN DE LA ACTIVIDAD

Última actividad de Deb Kaseman

Deb Kaseman hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Searching through suspended tickets would be much easier if there were search criteria, such as by email address or date. I'm spending hours scrolling through suspended tickets trying to locate emails that were suspended as "fraud suspected". 

Improved search capabilities would be really helpful.

Ver comentario · Publicado 01 mar 2023 · Deb Kaseman

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Comentario de la comunidad Feedback - Ticketing system (Support)

Our team has the same issue, but the comments "are there" - just not in the body of the email. They can be seen under "Interactions" in the new agent workspace. If you refresh the page, the comments are updated to the body of the email.

This is slowing us down and we've been trying to get it resolved. What causes this and how do we fix it?

Ver comentario · Publicado 21 jul 2022 · Deb Kaseman

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ComentarioTicket basics

We've recently switched to the new agent workspace and it's actually slowing down our productivity. It seems that when a ticket is reopened, the customer's reply shows up in the last interaction, but not in the body of the ticket itself. We have to refresh the ticket to see what the customer's full reply was. 

Does anyone have a fix for this? We've submitted an IT ticket about it, but so far, have had no replies as to how to resolve this (without having to go back to the old workspace).

 

Ver comentario · Publicado 28 jun 2022 · Deb Kaseman

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Comentario de la comunidad Feedback - Reporting and analytics (Explore)

Scheduling daily reports used to be so easy in Insights. With Explore, I now have to generate each daily report, every single day. Takes up a lot of my time setting up and emailing. Would love to see this feature added to Explore. 

Ver comentario · Publicado 04 ago 2021 · Deb Kaseman

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Comentario de la comunidad Feedback - Chat and Messaging (Chat)

The contacts we make using the proactive trigger "think" that we know who they are already. Having to ask for their name or email would be super helpful in expediting their requests. Would love to have the ability to require that on a proactive chat.

 

Ver comentario · Publicado 04 sept 2019 · Deb Kaseman

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Comentario de la comunidad Feedback - Chat and Messaging (Chat)

We could really use this tool as well. Agents have so much information that they are giving/receiving that they often forget to log out or go invisible. Other users and managers need to know who is available at all times in order to provide a better customer experience. We use this tool for telephone queues as well. Very valuable.  We used Live Chat in the past and this was a basic tool. Not sure why Zopim/Zendesk hasn't incorporated it yet. They've made some great changes in the past. I hope this becomes another success story for them.

 

Ver comentario · Publicado 20 feb 2019 · Deb Kaseman

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