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Mistyamber Reynolds
Adhésion le 16 avr. 2021
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Dernière activité le 08 sept. 2023
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Dernière activité effectuée par Mistyamber Reynolds
Mistyamber Reynolds a ajouté un commentaire,
Other than setting a custom layout as the default, how do we apply them? I'm not seeing that in documentation. I can't set a layout at the group, view, or trigger level so how do I use it?
Afficher le commentaire · Publication le 12 mai 2023 · Mistyamber Reynolds
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Mistyamber Reynolds a ajouté un commentaire,
I'd like to request that "Escalation" be added to the system default field "Type". This way we can track customer escalations effectively. It would be nice if it functioned in the same way a Problem ticket functions.
Afficher le commentaire · Publication le 14 avr. 2023 · Mistyamber Reynolds
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Mistyamber Reynolds a ajouté un commentaire,
Volkan Akdugan amazing! Thank you!
Afficher le commentaire · Publication le 11 avr. 2023 · Mistyamber Reynolds
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Mistyamber Reynolds a créé une publication,
I am not seeing a way to set agent status based on schedule. When I first started configuring Omnichannel routing, all agents were set as Available even though many work different shifts. It would be great if we could apply a schedule to an agent's profile so that we can ensure tickets do not get assigned to them off schedule (unless the agent manually updates their status).
Publication le 10 avr. 2023 · Mistyamber Reynolds
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Mistyamber Reynolds a ajouté un commentaire,
We would love to use Zendesk CSAT, however, the limitations of the rating scale prevent us from using it. Having Good or Bad as the only options does not give us the level of detail we need. I would love to see a five point scale and be able to customize when the survey goes out so I can use Zendesk for all our needs.
Afficher le commentaire · Publication le 14 mars 2023 · Mistyamber Reynolds
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Mistyamber Reynolds a ajouté un commentaire,
Is it possible to get on an email list for ZD updates?
Afficher le commentaire · Publication le 02 déc. 2022 · Mistyamber Reynolds
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Mistyamber Reynolds a créé une publication,
The new customer profile page has slowed down my agents. Previously, we could quickly see our custom customer fields in the side bar. Now we have to click to a new tab and scroll far down the page to see those fields. I would like the ability to surface those custom fields in the Key Details section and in the customer context side panel in the ticket view. See screenshots for reference.
Publication le 13 oct. 2022 · Mistyamber Reynolds
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Mistyamber Reynolds a ajouté un commentaire,
@.... Nope. I still cannot see time spent by agent rather than by case.
Afficher le commentaire · Publication le 19 oct. 2021 · Mistyamber Reynolds
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Mistyamber Reynolds a ajouté un commentaire,
I would like to have a trigger add a private comment on a ticket when a closed side conversation is replied to. I also cannot find a way to reopen a side conversation if it is replied to via triggers. We need this functionality.
Afficher le commentaire · Publication le 15 juin 2021 · Mistyamber Reynolds
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Mistyamber Reynolds a ajouté un commentaire,
I would like to add my vote for this feature. I keep seeing our internal employees get added to the suspended user list. This makes their emails to our support team go to the suspended box. I am not finding a way to quickly download the suspended user list so I can audit it. This is frustrating.
Afficher le commentaire · Publication le 22 sept. 2020 · Mistyamber Reynolds
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