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Emma Nightingale

Adhésion le 15 avr. 2021

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Dernière activité le 19 avr. 2024

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Dernière activité effectuée par Emma Nightingale

Emma Nightingale a ajouté un commentaire,

CommentaireRouting

We are starting to get to grips with this now but we are having an issue with Messaging. The agent gets the notification of a new message but they are not able to "take" the ticket, there is a message that says "only the assigned person can reply to this message" but it is only assigned to a group not a person? Anyone else experienced this?

 

We also can not understand how to work messaging so that the agents are only ever served 2 new messaging tickets (customers that are live on chat) however if we set the limit to 2 old messaging tickets are not assigned to the agent when the customer replies.

Afficher le commentaire · Modification le 19 sept. 2023 · Emma Nightingale

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Emma Nightingale a ajouté un commentaire,

CommentaireRouting

Barry Neary I'm sorry I don't understand how Zendesk is going to know to only route the emails with the tag as there is no "omni channel" setting in triggers, the instructions just state to add a tag. And how we route only the number and messaging groups we want to?

Afficher le commentaire · Publication le 22 août 2023 · Emma Nightingale

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Emma Nightingale a ajouté un commentaire,

CommentaireRouting

Barry Neary We want to only have omnichannel routing in place for one of our service teams who deal with phones, messaging and email. Our other teams we want to still take work in the same way they do now. There is no where in the omni channel set up that allows you to actually give rules as to which tickets you want it to apply to that I can see.

Afficher le commentaire · Publication le 21 août 2023 · Emma Nightingale

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Emma Nightingale a ajouté un commentaire,

CommentaireRouting

We would like to use omni channel routing but only for one of our teams. 

How would we set this up.

We can't see anywhere we we can actually dictate the rules for omnichannel routing to be applied. 

We also can't see how the tag we have set on tickets is picked up by the omni channel routing. 

For example we want all tickets with a tag of Omniemail, a certain phone number and a certain messaging channel to be included in omnichannel routing. But we want all other tickets to route as they do now. 

Afficher le commentaire · Publication le 18 août 2023 · Emma Nightingale

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Emma Nightingale a ajouté un commentaire,

CommentaireUsing legacy AI agent functionality

Is there a way to do the following:

1. Only have the bot working outside of business hours?

2. What happens if you use "transfer to agent" and there are no agents logged into chat?

Afficher le commentaire · Publication le 17 mars 2023 · Emma Nightingale

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Emma Nightingale a ajouté un commentaire,

Commentaire de la communauté Feedback - Sales CRM (Sell)

Hi Jay, 

 

I would like to export them :)

Afficher le commentaire · Publication le 10 juin 2021 · Emma Nightingale

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Emma Nightingale a créé une publication,

Publication Feedback - Sales CRM (Sell)

Hi, 

 

We would love the ability to have the "download all attachment" button on Sell the same as Zendesk support and it downloads all attachments from the full email thread.

Publication le 09 juin 2021 · Emma Nightingale

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Emma Nightingale a ajouté un commentaire,

Commentaire de la communauté Feedback - Sales CRM (Sell)

I second this, and as an easy one click in the smart list filters too!

Afficher le commentaire · Publication le 09 juin 2021 · Emma Nightingale

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Emma Nightingale a ajouté un commentaire,

Commentaire de la communauté Feedback - Sales CRM (Sell)

Amazing! Thank you.

 

@adam can you do it in reverse and create a deal from a support ticket?

Afficher le commentaire · Publication le 22 avr. 2021 · Emma Nightingale

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Emma Nightingale a créé une publication,

Publication Feedback - Sales CRM (Sell)

We would like to be able to create a support ticket from Sell. 

 

So for example a customer emails us on the email chain of a deal but it is about a CS query, I want to be able to create a ticket in Support to help this customer.

Publication le 22 avr. 2021 · Emma Nightingale

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