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Barbara Brauner

Adhésion le 16 oct. 2021

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Dernière activité le 17 mai 2022

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Barbara Brauner a ajouté un commentaire,

CommentaireGeneral questions and issues about tickets

+1

This feature would be really useful.

Afficher le commentaire · Publication le 17 mai 2022 · Barbara Brauner

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Barbara Brauner a ajouté un commentaire,

Commentaire de la communauté Feedback - Reporting and analytics (Explore)

+1 

This feature would be really helpful.

Afficher le commentaire · Publication le 13 avr. 2022 · Barbara Brauner

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Barbara Brauner a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Same question. It's not just a nuisance, but really a security concern as described multiple times above.

Afficher le commentaire · Publication le 07 avr. 2022 · Barbara Brauner

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Barbara Brauner a ajouté un commentaire,

CommentaireSetting up Agent Workspace
  • If there are multiple accounts defined for the same channel type (for example, WhatsApp), tickets can be routed by only by channel type, not by a specific integration account.

Is there a plan to address this limitation? How do other teams overcome this issue? Are there any workarounds?

Being able to add multiple Whatsapp accounts is of limited use to us, if we can't effectively do anything with them, i.e. can't differentiate from where the tickets are coming from.

Thanks.

Afficher le commentaire · Publication le 09 févr. 2022 · Barbara Brauner

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Barbara Brauner a ajouté un commentaire,

CommentaireExplore recipes

Hi Ana-Alicia, if you've followed Giovanni's steps from above, you just need to click on "Ticket Channel" in the top left corner (below "Filters (1)"). That will show all channels stacked on top of each other.

Afficher le commentaire · Publication le 26 janv. 2022 · Barbara Brauner

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Barbara Brauner a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Hi Dane,

Are you also planning to include "Next reply time" metrics for Social messaging channel in the future? That would be very useful too.

Thanks.

Afficher le commentaire · Publication le 25 janv. 2022 · Barbara Brauner

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CommentaireExplore recipes

Very helpful, thanks a lot Elaine!

Afficher le commentaire · Publication le 11 déc. 2021 · Barbara Brauner

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Barbara Brauner a ajouté un commentaire,

CommentaireExplore recipes

Hi Elaine,

Thanks for your response.

I'm referring to a variation of the first option: I've selected all "assignee names" in the row selector and when later on a new agent is added and also getting tickets assigned, they are showing up in the row selector, but not being automatically selected.

 

Afficher le commentaire · Publication le 07 déc. 2021 · Barbara Brauner

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Barbara Brauner a ajouté un commentaire,

CommentaireExplore recipes

Hi, is there a way to have the Row Selector select all of the options at all times? What happens in my queries is that when a new option is added (e.g. because new agent is added etc.) this option will not be automatically included in the Row Selector selection. Any solution for this?

Thanks.

Afficher le commentaire · Modification le 03 déc. 2021 · Barbara Brauner

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Barbara Brauner a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

+1

That feature would be very helpful!

Afficher le commentaire · Publication le 17 nov. 2021 · Barbara Brauner

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