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TradeSmith Support

Incorporación 05 may 2021

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Última actividad 08 sept 2023

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Última actividad de TradeSmith Support

TradeSmith Support hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

We would like to see this feature returned as well.   Is there any consideration being given to bringing back the ability to sort by subject on the ticket view?

Ver comentario · Publicado 08 sept 2023 · TradeSmith Support

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TradeSmith Support hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

+1 - Following this thread.  We could use this feature as well. 

Ver comentario · Publicado 22 feb 2023 · TradeSmith Support

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TradeSmith Support hizo un comentario,

ComentarioAdditional ticket channels

I have submitted this feedback item.

Ver comentario · Publicado 27 oct 2022 · TradeSmith Support

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TradeSmith Support creó una publicación,

Publicación Feedback - Ticketing system (Support)

Feature Request Summary: 

We would Admins to have the ability to change Agent Status if the agents forget to go offline when not available, in Omnichannel

Description/Use Cases: 

If an agent forgets to change their status and they are out of the office, Omnichannel will still route tickets to them.   We can reassign these tickets, but they will be routed more based on the rule as long as they are online.   We would like to have the ability as admins to change their status if necessary. 

Business impact of limitation or missing feature:

Agents could be assigned tickets when they are not monitoring their required attention queue.  This could result in a delay in response to our customers.   In addition, it takes extra time for the admin to monitor the queue and reassign tickets that are assigned in error. 

Other necessary information or resources:

Publicado 27 oct 2022 · TradeSmith Support

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TradeSmith Support hizo un comentario,

ComentarioAdditional ticket channels

Thank you Dave.  Is this on the path to be developed?  I would think that there would be others who would be interested in this feature.  

Ver comentario · Publicado 25 oct 2022 · TradeSmith Support

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TradeSmith Support hizo un comentario,

ComentarioAdditional ticket channels

Is there a way for an admin to change an agent's status?   For example, if an agent forgets to change their status before they sign off and they are off the next day, we want to be able to change them to offline to prevent further tickets from routing to them.  

Ver comentario · Publicado 24 oct 2022 · TradeSmith Support

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TradeSmith Support hizo un comentario,

ComentarioRouting

We are using Live Chat and messaging.  Will Omnichannel work then for the messaging and emails, but not the Live Chats?  

Can Live Chat co-exist with Omnichannel?  

Ver comentario · Editado 18 oct 2022 · TradeSmith Support

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TradeSmith Support hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

I know this was planned for development late 2021 based on Nicole's update.  Do we have any updates on when this functionality might be released?  

Ver comentario · Publicado 17 oct 2022 · TradeSmith Support

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