Maja Zivkovic

1. Communauté
2. Feedback - Chat and Messaging (Chat)
3. 'Assume agent' /'Log in as' option

Can say this 'hack' no longer works.  Please either let me monitor agent personal macros and personal views or allow account assumption in some way.   

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• Maja Zivkovic
• Création 12 octobre 2020 14:54
• 1 vote

1. Communauté
2. Feedback - Ticketing System (Support)
3. Revamp of Stay on Ticket vs. Close Tab Flow

In 90% of cases our agents need to 'close tab', but when escalating to 2nd line they do need to 'stay on ticket'. What would be great for us is if i could set this (close tab or stay on ticket) whe...

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• Maja Zivkovic
• Création 15 juillet 2020 06:13
• 1 vote

1. Communauté
2. Feedback - Reporting and analytics (Explore)
3. Assignee choicelist includes all users

Hi Brent Pliskow,  Thanks! I did find a round-about way of doing it. I created a custom attribrute that says    Then, to make the unassigned tickets show up i EXCLUDE FALSE.  I feel this may be t...

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• Maja Zivkovic
• Création 22 juin 2020 06:02
• 0 vote

1. Communauté
2. Feedback - Reporting and analytics (Explore)
3. Assignee choicelist includes all users

I've seen some clever workarounds for filtering out end users but i can't find a solution for finding tickets that do not have an assigned agent. Selecting NULL form Assignee Role gives no results,...

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• Maja Zivkovic
• Création 18 juin 2020 14:17
• 0 vote

1. Communauté
2. Feedback - Ticketing System (Support)
3. Reporting - Skipped tickets within the "play-mode"

It's great that i can review what tickets an agent has skipped and any comments they left as to why in their profile from a QA perspective, but i also want to be able to see trends over time. I wan...

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• Maja Zivkovic
• Création 13 août 2019 07:30
• 5 votes