Nathan Cassella

1. Communauté
2. Feedback - Ticketing System (Support)
3. SLA based on internal notes

The last update was in September. This needs to be fixed. I have a triage group that assigns tickets to the general queue in a FIFO, which can be overridden by priority. My agents need to see the S...

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• Nathan Cassella
• Création 21 mars 2023 16:03
• 0 vote

1. Guide
2. ...
3. Using the knowledge base in Help Center
4. CAPTCHA FAQs

We've been experiencing the same issue that many users have brought up over the last month. All last year when I was my team was working on cleaning up our Guide; we didn't see a captcha once, now ...

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• Nathan Cassella
• Création 18 octobre 2022 13:28
• 0 vote

1. Guide
2. ...
3. How to manage the help center
4. What are the attachment limits in Help Center?

Is there any movement on increasing attachment size?   Our customers in specific segments need process documentation specific to them, and like Miguel those documents can get rather large.   It wou...

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• Nathan Cassella
• Création 13 octobre 2022 19:06
• 1 vote

1. Support
2. ...
3. Ticket automation and collaboration
4. Enabling and configuring omnichannel routing

I'm a little confused by this. It seems you are tailoring this routing for specific tags related to specific customers, which isn't practical for many other customers. What I need to understand is ...

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• Nathan Cassella
• Modifié 6 septembre 2022 13:52
• 1 vote

1. Communauté
2. Feedback - Ticketing System (Support)
3. Round Robin assignment

Barry Neary chat traffic and having messaging enabled are two different things. Our chosen bot (ADA) requires code to be embedded into our guide header; to avoid conflicts, all other bots need to b...

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• Nathan Cassella
• Création 30 août 2022 17:42
• 1 vote

1. Communauté
2. Feedback - Ticketing System (Support)
3. Round Robin assignment

So this is a joke right? If I decide not to use your messaging platform and work with one of your preferred partner such as Ada using their chatbot I can't benefit from the omnichannel routing? S...

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• Nathan Cassella
• Création 27 août 2022 13:37
• 0 vote

1. Communauté
2. Feedback - Ticketing System (Support)
3. Ability to merge organizations

This is basic functionality. There's no reason this should be pushed back.

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• Nathan Cassella
• Création 24 août 2022 16:42
• 1 vote

1. Communauté
2. Feedback - Reporting and analytics (Explore)
3. Tickets solved metric discrepancy in Updates history Explore dataset

CJ Johnson I agree with you; my main concern is that any dataset that reflects Tickets Created or Solved needs to use the same calculation, which is not the case. So if I am being told to use the D...

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• Nathan Cassella
• Création 5 août 2022 15:37
• 0 vote

1. Communauté
2. Feedback - Reporting and analytics (Explore)
3. Tickets solved metric discrepancy in Updates history Explore dataset

Eugene Orman I appreciate you clearing this up. I have a few suggestions going forward: 1. Use the same logic across all datasets when defining Tickets Created and Tickets Solved: Those numbers are...

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• Nathan Cassella
• Création 5 août 2022 14:43
• 1 vote

1. Explore
2. ...
3. How to solve unexpected issues with reports
4. It's been more than an hour since my Explore data synced

Does no one see this as a flaw with the software that says near real-time reporting?

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• Nathan Cassella
• Création 3 août 2022 21:58
• 0 vote