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Shu Anne Tio

Incorporación 02 dic 2022

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Última actividad 23 nov 2023

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Última actividad de Shu Anne Tio

Shu Anne Tio hizo un comentario,

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

Agreed!

example:

we have 2 custom Pending statuses

  • waiting for reply (require details before proceeding with ticket)
  • waiting for approval (confirming if the solution satisfies what was requested)

and different custom On Hold statuses (depending on which department Agents need support from)

knowing how long a ticket spends in each (custom) status will help us determine where the bottleneck is

 

Ver comentario · Publicado 14 feb 2023 · Shu Anne Tio

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Shu Anne Tio hizo un comentario,

ComentarioTicket customization

hi Dane Thanks for the reply. I'm not able to access that link. Possible to share more info here?

Ver comentario · Publicado 03 feb 2023 · Shu Anne Tio

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Shu Anne Tio hizo un comentario,

ComentarioTicket customization

hi, after activating custom statuses we are no longer able to see if a ticket is Closed.

All solved tickets are shown as Solved, regardless if the ticket can be reopened or not.

Is there a way around this?

*we do not want our agents to be able to select the status as Closed, but we want to be able to see if a ticket can still be reopened

Ver comentario · Publicado 02 feb 2023 · Shu Anne Tio

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Shu Anne Tio hizo un comentario,

Comentario de la comunidad Feedback - Help Center (Guide)

Hiii since this was a year ago - are there any updates?

Ver comentario · Publicado 13 dic 2022 · Shu Anne Tio

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Shu Anne Tio hizo un comentario,

ComentarioAdditional ticket channels

we tried to transfer the chat to another online agent.

there was no option to assign the chat to the other agent even though both were online.

Ver comentario · Publicado 02 dic 2022 · Shu Anne Tio

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