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Alison Cook
Adhésion le 15 avr. 2021
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Dernière activité le 07 déc. 2021
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Dernière activité effectuée par Alison Cook
Alison Cook a ajouté un commentaire,
Alina Wright Would this allow us to restrict certain Ticket Forms to only be visible to certain groups? We'd love to be able to allow specific groups view specific Ticket Forms vs. everyone seeing the entire list of forms available.
Afficher le commentaire · Publication le 16 nov. 2021 · Alison Cook
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Alison Cook a ajouté un commentaire,
+1 for your 3rd Bullet. I've also raised that feedback here: https://support.zendesk.com/hc/en-us/community/posts/4408868425370-Differentiate-between-chat-vs-support-ticket-in-Agent-Workspace
Afficher le commentaire · Modification le 16 nov. 2021 · Alison Cook
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Alison Cook a ajouté un commentaire,
Hello,
Is there a concept to differentiate chat vs. support tickets in the new agent workspace? Our chat agents have to manually select "chat" in the comment section when they receive a chat. When I enable the "Non-email conversations are public by default" in Ticket settings, our support team then has to switch to 'internal note' when taking notes on a ticket. It is an extra step for either team using two completely different forums of communication.
Thank you!
Alison
Afficher le commentaire · Publication le 28 janv. 2021 · Alison Cook
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Alison Cook a créé une publication,
We noticed today in the Agent Workspace that when we enable the "Non-email conversations are public by default" in Ticket Settings, the comment section is defaulted to chat/public reply (which is great!) however, all our other tickets are also defaulted to public reply.
We'd love a way to be able to distinguish between a chat & a support ticket in order to default a chat reply vs internal reply.
Thanks!
Publication le 27 janv. 2021 · Alison Cook
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Alison Cook a ajouté un commentaire,
Is there going to be a way to multiple select triggers to add them to a category? We have many triggers and individually updating will be a lot.
Thank you!
Alison
Afficher le commentaire · Publication le 27 janv. 2021 · Alison Cook
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Alison Cook a ajouté un commentaire,
Hello,
Is there an update on when the Agent status will be available i.e. How long were agents in invisible, away and/or ready? We'd like to most specifically know the average # of chats served/time in ready. The Avg daily Chat does not allow this because if an agent only works 4 days/week then their chat numbers look very low. Thank you!
Alison Cook
Afficher le commentaire · Publication le 14 janv. 2021 · Alison Cook
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