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Eric Cheadle's Avatar

Eric Cheadle

Incorporación 15 abr 2021

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Última actividad 17 may 2022

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Última actividad de Eric Cheadle

Eric Cheadle hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

We need this feature as well. Seems like it would be pretty simple. We get tickets that are voicemails sometimes. If a return call doesn't pick up, we will often email reply to the ticket. If the email isn't in the ticket, and we forget to manually add the email, then there is an email reply being sent into the void. Would love a little pop up or help text letting my agents know that there is no email in ticket or CC, so may not be reaching anyone

Ver comentario · Publicado 17 may 2022 · Eric Cheadle

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Eric Cheadle hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

I agree with the OP

I'm not sure why, but over the last year the amount of accidental negative feedbacks is higher than the number of legitimate negative feedbacks. There is no way for us to change this, so there is no way to get accurate reporting on our actual feedback score. An option for requirement of comment if it is a bad comment would help a lot I think.

Ver comentario · Publicado 13 dic 2021 · Eric Cheadle

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Eric Cheadle hizo un comentario,

ComentarioAdditional ticket channels

Ok thanks, that's a good thought, I wonder if it is #3.

I will try these out thanks!

Ver comentario · Publicado 01 dic 2021 · Eric Cheadle

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Eric Cheadle hizo un comentario,

ComentarioAdditional ticket channels

I have agents that use zendesk talk to call customers. Some of these customers have an automated line where the extension has to be pressed. When this happens it never works and it counts presses as multiples sometimes. Ex typing extension 102 will make it 11022 or 10022. it seems pretty random. Is there a reason for this? Is there a way to get this to work?

Thanks,

Eric

Ver comentario · Publicado 30 nov 2021 · Eric Cheadle

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Eric Cheadle creó una publicación,

Publicación Q&A - Chat, messaging, and widgets

Hello!

 

My company uses the chat option and we love it. One thing we would love to do is to be able to see the name of the customer in incoming chats. Right now all we see is '# new service request'. I'm not seeing a way to do this, does anyone know of a way to change this?

 

There are times where we'd want to now who is chatting in. For example today one person kept leaving then coming back to chat. They and we would like that customer to get the same support agent they had the previous tickets. It worked out because we could just transfer, but would be a nice option to be able to see who is actually chatting in.

 

Thanks!

Publicado 12 feb 2021 · Eric Cheadle

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Eric Cheadle hizo un comentario,

Comentario de la comunidad Q&A - Objects, workspaces, and rules

Yeah I am interested in getting this process working for me, but all of the links say I do not have access. I've setup a trigger to email client when they create a ticket after hours, but would like for it to do a public reply on the ticket as well. 

 

Would love to follow the links to the instructions/details, but says I do not have access.

 

Thanks,

Eric

Ver comentario · Publicado 27 nov 2019 · Eric Cheadle

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