Recherches récentes


Pas de recherche récente

Adrian Bishop's Avatar

Adrian Bishop

Adhésion le 15 avr. 2021

·

Dernière activité le 02 août 2022

Suivis

0

Abonné

1

Activité totale

71

Votes

26

Abonnement

1

APERÇU DES ACTIVITÉS

Dernière activité effectuée par Adrian Bishop

Adrian Bishop a ajouté un commentaire,

CommentaireTicket automation and collaboration

Hi,

This: -

 

Note: Follow-up tickets are not created if a side conversation within a child ticket is updated while the parent ticket is closed. For more information about the parent-child relationship of tickets, see About side conversation child tickets.

 

 

Is causing us a real problem, why does this not work???

Side conversation tickets are being responded to when the main ticket is closed but those replies are going nowhere. This is really poor, is there an alternative solution to this?

Afficher le commentaire · Publication le 02 août 2022 · Adrian Bishop

0

Abonnés

0

Votes

0

Commentaire


Adrian Bishop a ajouté un commentaire,

CommentaireTicket editor, assignee, and requestor

Thanks for writing this article, we set this to agent view only to remove it from the submit a request form, we didn't expect this result.

Is this a bug? If not then the assumed feature seems ridiculous.

Afficher le commentaire · Publication le 29 juil. 2022 · Adrian Bishop

0

Abonnés

1

vote

0

Commentaire


Adrian Bishop a ajouté un commentaire,

Commentaire de la communauté Feedback - Voice (Talk)

Looking forward to being able to report on agent availability in talk, this is a much needed KPI in our business.

Afficher le commentaire · Publication le 07 juil. 2022 · Adrian Bishop

0

Abonnés

1

vote

0

Commentaire


Adrian Bishop a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Amisha Sharma

Hello. It seems to have improved but only in terms of reliability, you still can't distinguish between the sub lines and the main heading.



Afficher le commentaire · Publication le 23 mai 2022 · Adrian Bishop

0

Abonnés

1

vote

0

Commentaire


Adrian Bishop a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

+1 to this idea!

The user data app is cumbersome, native functionality should capture when a user has multiple unsolved tickets.

Afficher le commentaire · Publication le 24 mars 2022 · Adrian Bishop

0

Abonnés

1

vote

0

Commentaire


Adrian Bishop a ajouté un commentaire,

CommentaireAdditional ticket channels

Why can't we consult when transferring to a group?

1. We like to consult, it is polite and good etiquette.

2. If they don't answer, call may be abandoned when we could potentially try someone else.

This is poor functionality. 

Afficher le commentaire · Publication le 22 févr. 2022 · Adrian Bishop

0

Abonnés

3

Votes

0

Commentaire


Adrian Bishop a ajouté un commentaire,

CommentaireTicket basics

Hi, we use support and talk mostly, one of the issues we have is when a customer calls us about an existing ticket, it always creates a new ticket which we then merge into the existing one, this is very messy. Could agent workspace improve this functionality?

Afficher le commentaire · Publication le 04 févr. 2022 · Adrian Bishop

0

Abonnés

4

Votes

0

Commentaire


Adrian Bishop a ajouté un commentaire,

Commentaire de la communauté Feedback - Voice (Talk)

I would like to see this in Explore so we can set targets for agent availability against missed calls/declined calls etc.

Afficher le commentaire · Publication le 24 janv. 2022 · Adrian Bishop

0

Abonnés

4

Votes

0

Commentaire


Adrian Bishop a ajouté un commentaire,

CommentaireCall routing, greetings, IVR, and recordings

How does this work on the 'transfer only' status? If agents are 'transfers only' does this cause the same problem as 'away' status.

 

Afficher le commentaire · Publication le 21 janv. 2022 · Adrian Bishop

0

Abonnés

0

Votes

0

Commentaire


Adrian Bishop a créé une publication,

Publication Feedback - Ticketing system (Support)

Hi,

It would be really useful to report on side conversation usage, e.g. who is regularly being contacted on side conversation tickets/emails.

Currently there is nothing available so any data would be a start

Publication le 21 janv. 2022 · Adrian Bishop

15

Abonnés

13

Votes

10

Commentaires