Recherches récentes
Pas de recherche récente

GUSTAVO FREIRE LOPES
Adhésion le 16 oct. 2021
·
Dernière activité le 30 oct. 2023
Suivis
0
Abonné
1
Activité totale
35
Votes
4
Abonnements
23
APERÇU DES ACTIVITÉS
BADGES
ARTICLES
PUBLICATIONS
COMMENTAIRES DE LA COMMUNAUTÉ
COMMENTAIRES SUR L’ARTICLE
APERÇU DES ACTIVITÉS
Dernière activité effectuée par GUSTAVO FREIRE LOPES
GUSTAVO FREIRE LOPES a ajouté un commentaire,
Hi Dane
I'm trying to set up a trigger condition, for exemple "channel is side conversation", but there is no such channel. We need to add a tag to use omnichannel routing.
Regards.
Gustavo
Afficher le commentaire · Publication le 28 juin 2023 · GUSTAVO FREIRE LOPES
0
Abonnés
0
Votes
0
Commentaire
GUSTAVO FREIRE LOPES a ajouté un commentaire,
In tickets events we can see that the SLA policy is applying successfully for whatsapp, but in views we can't see any countdown in SLA column.
On Explore we can see FRT, but not in views as i said.
Afficher le commentaire · Modification le 04 avr. 2023 · GUSTAVO FREIRE LOPES
0
Abonnés
0
Votes
0
Commentaire
GUSTAVO FREIRE LOPES a ajouté un commentaire,
Hi @Barry Neary
We are experiencing some issues with inactive message (Whatsapp) tickets.
From zendesk documentation we know that:
"To be assigned to inactive message tickets (more than 10 minutes without a reply), an agent must have spare capacity, but the ticket doesn’t use up any of that capacity."
When queue is formed and several message tickets are set to inactive omnichannel routing assigne too many inactive tickets to agents with spare capacity, more disturbing than helping.
We understand that the maximum capacity is for active message tickets, but we also belive that auto assign for inactive tickets should be limited by paramer.
It is not something that happens everyday, but when it happens is very annoying. Please, can you check this?
Situation where 15 tickets were assigned to one agent:
Afficher le commentaire · Publication le 14 mars 2023 · GUSTAVO FREIRE LOPES
0
Abonnés
1
vote
0
Commentaire
GUSTAVO FREIRE LOPES a ajouté un commentaire,
Hi @...
I have an Enterprise licence, but It seems not to be available for me.
Can you help?
Best Regards.
Afficher le commentaire · Publication le 26 sept. 2022 · GUSTAVO FREIRE LOPES
0
Abonnés
0
Votes
0
Commentaire
GUSTAVO FREIRE LOPES a ajouté un commentaire,
Hi Barry
Does omnichannel routing supports text channel?
Also email tickets are taking too much time to routing. We have multiple agents with spare capacity, but tickets continue without assignee 15 minutes after creation
Regards.
Afficher le commentaire · Modification le 29 août 2022 · GUSTAVO FREIRE LOPES
0
Abonnés
1
vote
0
Commentaire
GUSTAVO FREIRE LOPES a ajouté un commentaire,
Yes, please let us hide this button. It is bad for agents and admins.
Afficher le commentaire · Publication le 27 sept. 2021 · GUSTAVO FREIRE LOPES
0
Abonnés
1
vote
0
Commentaire
GUSTAVO FREIRE LOPES a ajouté un commentaire,
Zendesk should really take a look at this.
Afficher le commentaire · Publication le 23 juin 2021 · GUSTAVO FREIRE LOPES
0
Abonnés
2
Votes
0
Commentaire
GUSTAVO FREIRE LOPES a ajouté un commentaire,
Olá.
No entanto só conseguimos colocar um formulário por grupo, e mesmo assim fica somente pré-selecionado, não oculta os demais formulários pertencentes aos demais grupos
Afficher le commentaire · Publication le 25 mai 2021 · GUSTAVO FREIRE LOPES
0
Abonnés
0
Votes
0
Commentaire