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Michael Penland

Adhésion le 15 avr. 2021

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Dernière activité le 24 mai 2023

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Dernière activité effectuée par Michael Penland

Michael Penland a ajouté un commentaire,

CommentaireTicket basics

That’s Smart Tim! 😃

Afficher le commentaire · Publication le 24 mai 2023 · Michael Penland

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Michael Penland a ajouté un commentaire,

CommentaireTicket basics

Thanks! Now we need one-click switch between private/public instead of the drop-down. Draft mode is a good addition and adds the right friction compared to what the drop-down was designed for. Now the drop-down is just annoying. Is there a feedback forum topic on that yet? Thanks!!

Afficher le commentaire · Publication le 23 mai 2023 · Michael Penland

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Michael Penland a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

I agree with this but it is a design limitation defect and not a feature request.  This was a basic workflow functionality of classic workspace and now it's super inefficient.  Not only to agents have to copy/paste stuff across but they can also get private note drafts stuck in there and see save errors.  Thanks.

Afficher le commentaire · Publication le 25 juil. 2022 · Michael Penland

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Michael Penland a ajouté un commentaire,

Commentaire de la communauté Feedback - Apps and integrations (Platform)

This is all well and good for one to one proactive tickets with limited dimensions.

We want to notify specified contacts under organizations that meet various criteria.
- one main requester and others are CC’d on one ticket. Assume all contacts have “notification list” tag.
- tickets are created only when the organization has tags X and Y and Z.

Today we get individual tickets are user and have to segment based on contact tags not organization tag criteria.

Thanks!

Afficher le commentaire · Publication le 30 nov. 2020 · Michael Penland

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Michael Penland a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Agree on @ mention tags for Slack in side conversations.  It technically kind of works if you have a simple call-out name but there isn't an auto populated picker.  For example @penland works in our organization.

Afficher le commentaire · Publication le 18 nov. 2020 · Michael Penland

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Michael Penland a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

+1 Segmenting channels and topics is needed, at least for sending public responses.  Primary use case is we don't want all of our agents to have the ability to send out public tweets.  Thanks.

Afficher le commentaire · Publication le 09 sept. 2020 · Michael Penland

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Michael Penland a ajouté un commentaire,

Commentaire de la communauté Feedback - Voice (Talk)

Patrik - I personally wouldn't want it either, but agents ask for it to improve their experience.  It's more efficient for them than hunting for the answer button every time a call comes in.  

Afficher le commentaire · Publication le 31 août 2020 · Michael Penland

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Michael Penland a ajouté un commentaire,

Commentaire de la communauté Feedback - Voice (Talk)

Ditto on this request. Thanks.

Afficher le commentaire · Publication le 28 août 2020 · Michael Penland

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Michael Penland a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Agree. Nice to have feature that Desk.com supported 10 years ago.

Afficher le commentaire · Publication le 03 mars 2020 · Michael Penland

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