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Michael Conaghan's Avatar

Michael Conaghan

Incorporación 15 abr 2021

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Última actividad 27 oct 2021

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Última actividad de Michael Conaghan

Michael Conaghan hizo un comentario,

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

Hi team,

I may be seeing things, but I believe I received a scheduled email - that included the entire dashboard... with the many tabs, all incorporated into one pdf ;o. Plus the other options.

Can anyone else kindly confirm? 

Maybe this was a default dashboard (it was), and this is not yet working for custom dashboards? 

Ver comentario · Publicado 02 ago 2021 · Michael Conaghan

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Michael Conaghan creó una publicación,

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Michael Conaghan hizo un comentario,

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

OMG yes. How is this not a function already? I find it incredibly hard to believe. 

I will basically need to make a new dashboard for every single report I want to schedule. Crazy. 

e.g. Online CS team, I should be able to have one dashboard and a variety of tabs... that cover different areas/issues. I have one tab for 'live metrics', another for 'annual reviews', another for weekly team catchup, 'weekly KPI reports', monthly KPI reports etc. 

I want to be able to share specific tabs to specific people/groups e.g. weekly/monthly KPI reports are for C-Suite / executives and only those. They will not have time to learn how to engage with a dashboard, they just want the reports/PDF exports to come through so they can discuss... the fact I can't schedule that, but would have to now have just ONE TAB PER DASHBOARD as the only way to schedule is going to get very complicated/messy very quickly. 

A real shame. The fact that Insights could do this, and Explore can't - utterly mind-blowing. 

Ver comentario · Publicado 29 jun 2021 · Michael Conaghan

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Michael Conaghan hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

No idea why "email" IS "X" does not work. 

What I have done - given we have light agents... 

IF REQUESTER IS "X"

THEN... 

e.g. send email to Tier 2 (VIP Alert)

Ver comentario · Publicado 05 may 2021 · Michael Conaghan

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Michael Conaghan hizo un comentario,

ComentarioSetting up Agent Workspace

When you switch, it goes from the support tickets - new comments etc. are added at the TOP of the ticket. Now it is at the BOTTOM of the ticket. It's completely reversed. 

Is there a way to adjust this? So new comments/notes are added to the TOP of the ticket? And scrolling down, see's previous comments etc? As it has always been in Zendesk Support. 

Ver comentario · Publicado 09 mar 2021 · Michael Conaghan

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Michael Conaghan hizo un comentario,

ComentarioTicket automation and collaboration

Hi Toby,
That's what I thought. Thanks. 

Re: "If this isn't working for you then we can take a look in the ticket you're submitting."

= Have submitted with documentation. Cheers. 

Ver comentario · Publicado 11 feb 2021 · Michael Conaghan

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Michael Conaghan hizo un comentario,

ComentarioTicket automation and collaboration

Issue is still outstanding, no resolutions.

Creating a ticket. 

Ver comentario · Publicado 10 feb 2021 · Michael Conaghan

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Michael Conaghan hizo un comentario,

ComentarioTicket automation and collaboration

Re: "I think this is a misunderstanding.
The mail will usually only contain the last of your messages."

= It has previously contained EVERYTHING. As far as I'm aware. Perhaps it was in EAP, then it got changed? I'd like to know. 

What in the world is the point of creating a side conversation email to an external party etc. that does not then include the PREVIOUS messages?! Just the last one? It invalidates the whole point of an email chain.

Also, side conversation mails have no context, i. e. no content from the original ticket.

As has been pointed out above, you can add that. I have no issue with that, where you can pick and choose. This is helpful.

What is not helpful (in any context) is having an original side convo email to someone, several back and forths, and each time only the LAST message is sent. 

When I add someone else to show the history of the email exchange, how am I meant to convey all that - when only the last message is shown? It used to do this naturally AFAIK. 

There is no 'print ticket' option (save to pdf) either, as a worst case backup.

Ver comentario · Publicado 20 ene 2021 · Michael Conaghan

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Michael Conaghan hizo un comentario,

ComentarioTicket automation and collaboration

"All of the recipients on the side conversation receive an email notification with your message. The message being replied to is included as quoted content on outgoing emails."

I believe this is currently broken. 

Can see that ONLY the last message is being quoted / provided in emails, and all others are not shown. 

What is going on? 

Ver comentario · Publicado 20 ene 2021 · Michael Conaghan

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Michael Conaghan hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Hi,
We absolutely need MS Teams integration asap[!]

Ver comentario · Publicado 04 may 2020 · Michael Conaghan

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