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Sean Morrissey

Adhésion le 16 avr. 2021

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Dernière activité le 05 nov. 2024

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Sean Morrissey a ajouté un commentaire,

Commentaire de la communauté Q&A - Talk and text

This would be a great feature

Afficher le commentaire · Publication le 05 nov. 2024 · Sean Morrissey

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Sean Morrissey a créé une publication,

Publication Feedback - Ticketing system (Support)

With the new interface, I see the loss of functionality to move to the next ticket. Perhaps this is due to the fact that that feature was specific to the view. I don't like having to go back to the home screen each time. I would like to see the functionality to move to the next ticket and come back with this enhancement.

 

Publication le 02 juil. 2024 · Sean Morrissey

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Sean Morrissey a ajouté un commentaire,

CommentaireTicket basics

With the new interface, I see the loss of functionality to move to the next ticket. Perhaps this is due to the fact that that feature was specific to the view. I don't like having to go back to the home screen each time. I would like to see the functionality to move to the next ticket and come back with this enhancement.

Afficher le commentaire · Publication le 01 juil. 2024 · Sean Morrissey

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Sean Morrissey a ajouté un commentaire,

CommentaireSetting Guide roles and permissions

In our enviroment, the requesters organization is equal to a user segment. The issue we have is an agent has access to all user segments. So when my agents use the knowledge base they get articles across all user segments. I would like for them to only see articles for the user segment based on the requestors organization/user segement. I was told if I was on enterprise I could create custom context panels. I do not think this is viable to one upgrade to enterprise or second create 100s of context panels. Any thoughts/suggestions

Afficher le commentaire · Publication le 18 juin 2024 · Sean Morrissey

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Sean Morrissey a ajouté un commentaire,

Commentaire[ARCHIVE] Documentation

Is there a placeholder for autoreply label?

I need to restrict articles by label. In our config a customer is the organization. In guide we have a label for each organization. So I want to restrict articles on utoreply based on the requesters organization. I do not want to setup hundreds of triggers (one for each organization)

 

Is there a script such as {autoreply.label} ={orangization_name}

Afficher le commentaire · Publication le 05 juin 2024 · Sean Morrissey

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Sean Morrissey a ajouté un commentaire,

CommentaireAI agents and automation best practices

I need to restrict articles based on the label.

I my enviroment each organization is equal to the user segment in guide.

So I need to restrict the article suggestions based on the user segment. Today a requester gets article suggestions across alluser segments. I do use labels to identify the organization name. Is there a way to add logic in “configure and test” to populate the label with the organization tag in the label?

Afficher le commentaire · Modification le 05 juin 2024 · Sean Morrissey

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Sean Morrissey a ajouté un commentaire,

CommentaireTicket automation and collaboration

Tetiana Gron while i appreciate the suggestion, it does not seem practical. I have 90 cclients so that would required 90 filtered vviews. Additionally, it requires an upgrade to enterprise.

Afficher le commentaire · Publication le 06 mai 2024 · Sean Morrissey

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Sean Morrissey a ajouté un commentaire,

CommentaireTicket automation and collaboration

I would like to see the ability to filter KB results in the search based on the requester 's organization. In our world, we use user segments for our KB articles which are based on a requesters organization (each client). However, an agent has access to all organizations, so they see all KB articles in the search result. 

Afficher le commentaire · Publication le 23 avr. 2024 · Sean Morrissey

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Sean Morrissey a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

I have a color blind employee and they are unable to see internal comments with the blue hue. When they hover over the internal comment the shade goes darker and they can see the comment with the darker hue. So we need an accessibility option to change the color hues on this new feature.

Afficher le commentaire · Publication le 03 avr. 2024 · Sean Morrissey

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Sean Morrissey a ajouté un commentaire,

CommentaireTicket basics

We have an issue with the new agent workspace interface. We have an employee who is colorblind and the blue shadowing on the internal comments prevents them from seeing the comment clearly. Can an accessibility option be added to remove the background color. In speaking with my employee if the hue was a bit darker they could see it better.

Afficher le commentaire · Publication le 03 avr. 2024 · Sean Morrissey

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