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Derek Feswick's Avatar

Derek Feswick

Incorporación 13 may 2021

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Última actividad 19 may 2023

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8

RESUMEN DE LA ACTIVIDAD

Última actividad de Derek Feswick

Derek Feswick hizo un comentario,

ComentarioTeam members and groups

It appears that if a person belongs to our US group and receives a chat, they are not able to transfer it to a member of another group (say, the Canadian Group) - the chat is cut off and the interaction comes to a close. Is this the expected behaviour? Can we not hand off chats between groups?

 

Ver comentario · Publicado 19 may 2023 · Derek Feswick

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Derek Feswick hizo un comentario,

ComentarioAdditional ticket channels

Appreciate the reply - I did figure it out eventually :) ...created a new group for Chats and now we're able to transfer without ending the conversation. Thanks!

Ver comentario · Publicado 03 abr 2023 · Derek Feswick

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Derek Feswick hizo un comentario,

ComentarioAdditional ticket channels

transferring the chat to another agent seems to close the chat for both parties - def not ideal. What's the workaround or solution for this please?

Ver comentario · Publicado 30 mar 2023 · Derek Feswick

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Derek Feswick hizo un comentario,

ComentarioTicket basics

All of the shortcuts we'd previously added don't appear to be available... do we need to recreate them all as Macros? Was handy to simply start typing and have suggested shortcuts pre-populate- has this disappeared?

Ver comentario · Publicado 24 mar 2023 · Derek Feswick

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Derek Feswick hizo un comentario,

ComentarioBusiness rules

We have schedules set up in ZD but still have to manually open and close our phone lines... is there a way to automatically have the 'our office is closed' messaging turned on in IVR according to this schedule? Thanks. Derek

Ver comentario · Publicado 07 abr 2022 · Derek Feswick

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Derek Feswick hizo un comentario,

ComentarioSetting up and using Text

We've successfully set this up and have sent some test texts - working properly, however the ticket then disappears and is not visible anywhere - not in 'recently updated', 'recently solved', etc.

Is there a way to fix this so there's a record that we sent the text? Thanks

Ver comentario · Publicado 28 abr 2021 · Derek Feswick

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