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Morten Frisch

Incorporación 12 nov 2021

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Última actividad 26 nov 2024

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Última actividad de Morten Frisch

Morten Frisch hizo un comentario,

ComentarioUsers, groups, and organizations

In Explore there are attributes called "Requester role" which we use as filter on “"End-user” and the attribute  "Requester status", with the options Active, Deleted, Null AND Suspended. But for some reason, the suspended option never yields any results, even though we have hundreds of suspended users whom we can clearly see through advanced search.

Why is this?

Ver comentario · Editado 27 oct 2024 · Morten Frisch

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ComentarioRouting

I did some testing on this round robin functionality in our sandbox. We created 11 tickets, and then changed the Agent Status to Online for 1 agent. He immediately got 10 of the tickets assigned to him, and the second agent who logged in a few minutes later got the last ticket. Would it be possible to change this behavior? No one wants to be the first one to log in when they get so many tickets up front. 

Ideally there needs to be some config option to limit the amount of tickets distributed for each round robin iteration (or per hour), or as a minimum change the invisible threshold of 10 tickets, to another, lower, number.

Ver comentario · Publicado 15 sept 2024 · Morten Frisch

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ComentarioUsing Built by Zendesk apps

Will this decade old problem be solved with the release of unified statuses? Add a custom status called Out of Office, and let the agent custom status be included as options in triggers and automations. Problem solved.

Ver comentario · Publicado 10 sept 2024 · Morten Frisch

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ComentarioReporting on workforce performance (WFM add-on)

When will the generation of schedules and the publishing of schedules be included in the audit log? We have a recurring problem where “someone” is generating schedules on the wrong hierarchy level, and publishing it for everyone, but we have no insights into who is doing it.

Ver comentario · Publicado 23 jul 2024 · Morten Frisch

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ComentarioSetting up workforce management (WFM add-on)

I second Lauren on this one. Albeit you can chose to be logged in after a browser/session restart, you still have to open the extension and click “start tracking” for it to work. Is it possible to get it to start automatically when you log in to one of the external URL`s or to Zendesk? 

Ver comentario · Publicado 02 jul 2024 · Morten Frisch

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ComentarioSetting up workforce management (WFM add-on)

Current way of restricting or granting access is a pain, and we need to manually remove new agents added all the time, since not everyone should use WFM, and leaving them in clutters the view for those who do. 

 

Please add the access options for WFM in the same place as all the other products: 

Admin→People→Team→Team members→Product Roles


 

 

 

Ver comentario · Publicado 28 abr 2024 · Morten Frisch

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Comentario de la comunidad Feedback - Ticketing system (Support)

I have created a work-around trigger for this that does the trick:

Conditions:
Ticket IS Created
Channel IS Closed Ticket
Current user IS NOT (agent) 

Actions:
Email user - (requester)
Email subject - Unable to process request {{ticket.id}}
Email Body - An explanation that requester needs to make a NEW ticket, bla, bla, bla
Status - Closed
Group - whatever group you want
Assignee - whatever agent you want (I created a system user for this purpose)
Add tags - followup_rejected (and I use this in CSAT and other automations to NOT send anything to the requester)

With this trigger the follow-up tickets are auto closed and out of sight, and requester is notified.

Ver comentario · Editado 05 may 2022 · Morten Frisch

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ComentarioTalk basics

Hi,

I am trying to adjust our business logic so that the Ticket Form used for ticket creation is chosen based on which Group routing is done in our TALK IVR.

Today all incoming calls, regardless of which department they are routed to, uses the same Ticket form, which is less than optimal.

A trigger would look like this:
Conditions:
Ticket is Created
Channel is Phone Call (incoming)
Call IVR destnation is XX
Action:
Form is YY
Group is ZZ

For some reason, the Call IVR destination is not an option in triggers. Any other way to achieve this?

 

Best regards,

Morten Frisch

 

 

Ver comentario · Editado 13 nov 2021 · Morten Frisch

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