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Ирина Курда's Avatar

Ирина Курда

Incorporación 20 jun 2022

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Última actividad 20 mar 2024

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RESUMEN DE LA ACTIVIDAD

Última actividad de Ирина Курда

Ирина Курда hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Totally agree with Slava Skorbezh. During the incident the agent has to do a lot of routine manual work, and this increases the time of ticket processing.
I am very disappointed to hear from you that such a improvement is not in the plans for this year

Ver comentario · Publicado 20 mar 2024 · Ирина Курда

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Ирина Курда hizo un comentario,

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

I agree with Maxim
Right now we can't use all the features of Flow Builder and Answer Bot, and we would like to help customers even more

Ver comentario · Publicado 16 mar 2023 · Ирина Курда

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Ирина Курда hizo un comentario,

ComentarioRouting

Hi Barry Neary
Tried the option for the inactive ticket yesterday. Unfortunately, it didn't work for us, because the setting was triggered whenever the ticket was updated. In our case: after creating a ticket, the client's information is added to it and the redirection setting was triggered in just a few seconds

Ver comentario · Publicado 22 nov 2022 · Ирина Курда

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Ирина Курда hizo un comentario,

ComentarioRouting

Thank you so much.
We will try this way of working

Ver comentario · Publicado 21 nov 2022 · Ирина Курда

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Ирина Курда hizo un comentario,

ComentarioRouting

Thanks Barry Neary

We will try to use your option today. But there is one question: we put that the ticket has been updated, but if the client does not write anything, it will not be considered that the ticket has been updated?

Ver comentario · Publicado 21 nov 2022 · Ирина Курда

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Ирина Курда hizo un comentario,

ComentarioRouting

Barry Neary

Thanks
We will try this way of working
No timeline for when it will be possible to manage active and inactive tickets?

Ver comentario · Publicado 10 nov 2022 · Ирина Курда

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Ирина Курда hizo un comentario,

ComentarioRouting

Barry Neary

Yes, these tickets are from the messaging channels

Ver comentario · Publicado 09 nov 2022 · Ирина Курда

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Ирина Курда hizo un comentario,

ComentarioRouting

Hi Barry Neary

We've been using this feature for over a week now and have run into a problem we can't solve ourselves. 
Some tickets are being routed to another group of agents. These tickets are not taken by agents right away, but after enabling omnichannel routing all these tickets started to be automatically assigned to agents. Is there any way to fix this?

Ver comentario · Publicado 09 nov 2022 · Ирина Курда

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Ирина Курда hizo un comentario,

ComentarioRouting

I want to support the previous comment. Information about not accepted chats is very necessary thing. Now there is no understanding why one ticket is not assigned for 2 minutes, and the other is assigned in a couple of seconds

Ver comentario · Publicado 03 nov 2022 · Ирина Курда

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Ирина Курда hizo un comentario,

ComentarioTeam members and groups

Can you tell me if in the existing report on the status of agents we can see the status of "Transfer Only"?

Ver comentario · Publicado 27 oct 2022 · Ирина Курда

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