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Kyle Clark's Avatar

Kyle Clark

Incorporación 08 abr 2022

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Última actividad 02 nov 2022

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Última actividad de Kyle Clark

Kyle Clark hizo un comentario,

ComentarioTicket management

Au Finh Saechao - All to often Zendesk's solution is "There's an app for that!" (at additional charge). 

Ver comentario · Publicado 20 abr 2022 · Kyle Clark

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Kyle Clark hizo un comentario,

ComentarioTicket management

I'm surprised there are not comments about the annoying bug in the "Merge ticket" window. The name and date of the Last Commenter is not populated in the lower comment box. This makes the comment appear to have been made by the Agent that merges the tickets. This makes many of our Agents not use the merge feature. 

For example in the merge window below. The requester is Sara Briscoe and the merged ticket comment date is November 30, 2011. Let's say that I'm the Agent merging these and the comment in ticket #578 is "blah, blah, blah" (I can't see the comment).

When merged, the new comment in ticket #696 will read like this.

----------------------------------------------
December 21 11:44(assign)
 
Request #578 "I've been double-billed. Help." was closed and merged into this request. Last comment in request #578:
 
blah, blah, blah
----------------------------------------------
 
It would be preferred if the requester's name and the timestamp was included, like this.
 
----------------------------------------------
December 21 11:44(assign)
 
Request #578 "I've been double-billed. Help." was closed and merged into this request. Last comment in request #578:
 
Sara Briscoe
43 minutes ago
 
blah, blah, blah
----------------------------------------------

The workaround is to manually copy/paste the requester's name and time stamp into the comment window. But even if I train Agent's on this I'm guessing that 5% of them (maybe) would do this. 

Any thoughts?

 

Ver comentario · Editado 12 abr 2022 · Kyle Clark

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