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James Green

Adhésion le 15 avr. 2021

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Dernière activité le 16 oct. 2021

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James Green a ajouté un commentaire,

CommentaireLive chat agent guide

Am I reading this correctly that if you've migrated your chat tool into the agent workspace, there's no way to ban a customer? .... There's no solution to stop abusive bots/customers? 

Afficher le commentaire · Publication le 28 août 2021 · James Green

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James Green a ajouté un commentaire,

CommentaireAdditional ticket channels

I agree with @... on this. I'm on this page because I'm currently watching a chat that's trainwrecking and I can't do anything to stop it besides ask them to send it to me via internal note.

Afficher le commentaire · Publication le 28 août 2021 · James Green

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James Green a ajouté un commentaire,

CommentaireTicket management

It's funny, I spent some time thinking about it and think I'm going to do exactly what you're recommending, where I build a new view with just new and open tickets, and allow it to sort by request date. That way it sorts out the pending tickets on it's own. :) Thank you for the help! I'll be back if this gives me grief.

Afficher le commentaire · Publication le 03 août 2021 · James Green

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James Green a ajouté un commentaire,

CommentaireTicket management

@... I think we're getting closer. I'm doing order by status and group by request date. It puts things in chronological order and sorts by status. However, my fear is that new will always sort first (as new tickets come in), and open tickets will never get addressed. Does that make sense? 

Afficher le commentaire · Publication le 03 août 2021 · James Green

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James Green a ajouté un commentaire,

CommentaireTicket management

Ah, ok great. I changed order and group by, and made them both descending. I'm going to see if that changes the way they sort upon status change.

Afficher le commentaire · Publication le 02 août 2021 · James Green

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James Green a ajouté un commentaire,

CommentaireTicket management

Hey @...,

Thanks for the assist. I mean being able to sort by new/open/pending... the only sort column that comes close is "updated", but I'd love for all currently open tickets to be sorted to the top of our unassigned queue, if that makes sense. 

Afficher le commentaire · Publication le 02 août 2021 · James Green

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James Green a ajouté un commentaire,

CommentaireTicket management

Is there a way to sort by email status? I'm in the views edit page, and have a bunch of options for formatting the view, but I don't see status as an option. 

Is this a thing? :) 

Afficher le commentaire · Publication le 29 juil. 2021 · James Green

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James Green a ajouté un commentaire,

CommentaireTicket automation and collaboration

@... yea, I saw that article but didn't really understand what it was trying to tell me. 

If I wanted to split a certain number of macros into a group, would I just add to the title (name of group)::(name of macro) and it does it on it's own?

Afficher le commentaire · Publication le 26 mai 2021 · James Green

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James Green a ajouté un commentaire,

CommentaireTicket automation and collaboration

@... interesting. I'd want all users to have access to all of the macros, but just have them organized differently (instead of just a large list of all macros created). Would that be what your third bullet is covering?

Afficher le commentaire · Publication le 26 mai 2021 · James Green

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James Green a ajouté un commentaire,

CommentaireTicket automation and collaboration

We're serving a few different products, and I'm curious if it's possible to group macros into different "folders" per say, so folks can go to different folder groups depending on the product email they are servicing. 

 

I can't find anything that references the ability to do this, but it seems pretty basic and I assume I'm missing something. Can we do this with zendesk? 

Afficher le commentaire · Publication le 26 mai 2021 · James Green

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