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Michael Penland's Avatar

Michael Penland

Incorporación 15 abr 2021

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Última actividad 24 may 2023

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RESUMEN DE LA ACTIVIDAD

Última actividad de Michael Penland

Michael Penland hizo un comentario,

ComentarioTicket basics

That’s Smart Tim! 😃

Ver comentario · Publicado 24 may 2023 · Michael Penland

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Michael Penland hizo un comentario,

ComentarioTicket basics

Thanks! Now we need one-click switch between private/public instead of the drop-down. Draft mode is a good addition and adds the right friction compared to what the drop-down was designed for. Now the drop-down is just annoying. Is there a feedback forum topic on that yet? Thanks!!

Ver comentario · Publicado 23 may 2023 · Michael Penland

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Michael Penland hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

I agree with this but it is a design limitation defect and not a feature request.  This was a basic workflow functionality of classic workspace and now it's super inefficient.  Not only to agents have to copy/paste stuff across but they can also get private note drafts stuck in there and see save errors.  Thanks.

Ver comentario · Publicado 25 jul 2022 · Michael Penland

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Michael Penland hizo un comentario,

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Michael Penland hizo un comentario,

Comentario de la comunidad Feedback - Apps and integrations (Platform)

This is all well and good for one to one proactive tickets with limited dimensions.

We want to notify specified contacts under organizations that meet various criteria.
- one main requester and others are CC’d on one ticket. Assume all contacts have “notification list” tag.
- tickets are created only when the organization has tags X and Y and Z.

Today we get individual tickets are user and have to segment based on contact tags not organization tag criteria.

Thanks!

Ver comentario · Publicado 30 nov 2020 · Michael Penland

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Michael Penland hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Agree on @ mention tags for Slack in side conversations.  It technically kind of works if you have a simple call-out name but there isn't an auto populated picker.  For example @penland works in our organization.

Ver comentario · Publicado 18 nov 2020 · Michael Penland

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Michael Penland hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

+1 Segmenting channels and topics is needed, at least for sending public responses.  Primary use case is we don't want all of our agents to have the ability to send out public tweets.  Thanks.

Ver comentario · Publicado 09 sept 2020 · Michael Penland

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Michael Penland hizo un comentario,

Comentario de la comunidad Feedback - Voice (Talk)

Patrik - I personally wouldn't want it either, but agents ask for it to improve their experience.  It's more efficient for them than hunting for the answer button every time a call comes in.  

Ver comentario · Publicado 31 ago 2020 · Michael Penland

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Michael Penland hizo un comentario,

Comentario de la comunidad Feedback - Voice (Talk)

Ditto on this request. Thanks.

Ver comentario · Publicado 28 ago 2020 · Michael Penland

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Michael Penland hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Agree. Nice to have feature that Desk.com supported 10 years ago.

Ver comentario · Publicado 03 mar 2020 · Michael Penland

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