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Danielle

Incorporación 10 ago 2023

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Última actividad 16 dic 2024

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69

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RESUMEN DE LA ACTIVIDAD

Última actividad de Danielle

Danielle hizo un comentario,

ComentarioTicket automation and collaboration

I've created a macro to action the following: leave an internal note, remove a single tag, and also change the priority to normal. The macro is not working to change the ticket priority from urgent to normal. I've checked the events to confirm this. Any suggestions? Thank you

Ver comentario · Publicado 14 ago 2024 · Danielle

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Danielle hizo un comentario,

Comentario de la comunidad Feedback - Chat and Messaging (Chat)

+1 We need this ability to ban users in messaging that are being abusive. Thank you! 

Ver comentario · Publicado 06 ago 2024 · Danielle

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Danielle hizo un comentario,

ComentarioRouting

Barry Neary It seems as if tickets that are reassigned, thus re-entering a custom routing queue, are being routed before the oldest tickets in that same custom queue. Is this expected, or should I open a support ticket for help? 

Ver comentario · Publicado 06 ago 2024 · Danielle

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ComentarioRouting

If we have the backend re-routing un-assigned tickets back to the omnichannel routing queue logic enabled, how does that impact when/how that ticket is routed the second time? Does it up the priority or something similar?

Secondly, which has the higher priority: the initial queue eligibility or the subsequent queue eligibility? 

Ver comentario · Publicado 31 jul 2024 · Danielle

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Danielle hizo un comentario,

ComentarioMetrics, attributes, and filters

Hi! Could this be defined more clearly please ‘because the agent is not available at the moment?’ 

What defines unavailable? They are in a status that is offline for messaging? Thank you

Ver comentario · Publicado 26 jul 2024 · Danielle

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ComentarioAccounts and billing

Plus 1 on interest in scheduling a webinar session . I don't see any availability currently.

Ver comentario · Publicado 21 may 2024 · Danielle

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Danielle hizo un comentario,

ComentarioRouting

Hi Barry Neary I'm also curious about being able to enable this ourselves. Currently I'm testing Omnichannel routing and Messaging in our Sandbox. Is this something we'll be able to enable ourselves in Admin Center? Could you help me to enable it in our Sandbox instance? Thanks!

Ver comentario · Publicado 10 may 2024 · Danielle

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ComentarioCustomer management and profiles

“Suspended users can still chat, but no ticket is created.”  What does the suspended email user experience if they can still chat but a ticket isn't created? What is the agent experience in Agent Workspace - is the chat conversation visible in suspended tickets? Thank you! 

Ver comentario · Publicado 07 may 2024 · Danielle

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Danielle hizo un comentario,

Comentario de la comunidad Feedback - Chat and Messaging (Chat)

Thank you! 

Ver comentario · Publicado 01 may 2024 · Danielle

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ComentarioRouting

Hi Barry Neary , I'm also curious about updates on the ability for SMS tickets to be assigned via Omnichannel routing. Is there an expected date for this? Thank you

Ver comentario · Publicado 26 abr 2024 · Danielle

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