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Derek Feswick

Adhésion le 13 mai 2021

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Dernière activité le 19 mai 2023

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Dernière activité effectuée par Derek Feswick

Derek Feswick a ajouté un commentaire,

CommentaireTeam members and groups

It appears that if a person belongs to our US group and receives a chat, they are not able to transfer it to a member of another group (say, the Canadian Group) - the chat is cut off and the interaction comes to a close. Is this the expected behaviour? Can we not hand off chats between groups?

 

Afficher le commentaire · Publication le 19 mai 2023 · Derek Feswick

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Derek Feswick a ajouté un commentaire,

CommentaireAdditional ticket channels

Appreciate the reply - I did figure it out eventually :) ...created a new group for Chats and now we're able to transfer without ending the conversation. Thanks!

Afficher le commentaire · Publication le 03 avr. 2023 · Derek Feswick

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Derek Feswick a ajouté un commentaire,

CommentaireAdditional ticket channels

transferring the chat to another agent seems to close the chat for both parties - def not ideal. What's the workaround or solution for this please?

Afficher le commentaire · Publication le 30 mars 2023 · Derek Feswick

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Derek Feswick a ajouté un commentaire,

CommentaireTicket basics

All of the shortcuts we'd previously added don't appear to be available... do we need to recreate them all as Macros? Was handy to simply start typing and have suggested shortcuts pre-populate- has this disappeared?

Afficher le commentaire · Publication le 24 mars 2023 · Derek Feswick

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Derek Feswick a ajouté un commentaire,

CommentaireBusiness rules

We have schedules set up in ZD but still have to manually open and close our phone lines... is there a way to automatically have the 'our office is closed' messaging turned on in IVR according to this schedule? Thanks. Derek

Afficher le commentaire · Publication le 07 avr. 2022 · Derek Feswick

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Derek Feswick a ajouté un commentaire,

CommentaireSetting up and using Text

We've successfully set this up and have sent some test texts - working properly, however the ticket then disappears and is not visible anywhere - not in 'recently updated', 'recently solved', etc.

Is there a way to fix this so there's a record that we sent the text? Thanks

Afficher le commentaire · Publication le 28 avr. 2021 · Derek Feswick

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