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Stephanie Schober

Adhésion le 17 févr. 2022

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Dernière activité le 05 févr. 2025

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Dernière activité effectuée par Stephanie Schober

Stephanie Schober a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Exactly there's no new ticket when you send an E-Mail. And the same applies when you are the one creating a new side ticket. 

Afficher le commentaire · Publication le 05 févr. 2025 · Stephanie Schober

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Stephanie Schober a créé une publication,

Publication Feedback - Ticketing system (Support)

Hey,

 

we have a little bit of feedback on this new feature.

 

1. If you worked on a ticket on a side conversation and then want to work in another ticket then you are back on the side conversation symbol by default while we'd rather want the User information as default setting. Also the User information is our default in the layout we're using so I don't get why this even happens.

 

2. the longer the side conversation gets the more all the scrolling gets annoying and it is really confusing and chaotic to work on it. Especially because there are 2 scrolling bars. Would it be possible to fixate the subject of the side conversation so that we can always easily see in which side conversation we're working? Moreover it would really help if one could fixate the answering field so in case I'd need to scroll up again I can continue writing my answer instead of having to scroll down again. 

 

Thanks for your help!

Best regards

Stephanie

Publication le 31 janv. 2025 · Stephanie Schober

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Stephanie Schober a ajouté un commentaire,

CommentaireTicket basics

Please add “Group” as dropdown filter option. Also “has attachement” would help as part of the filter options. I know both can be filtered by typing it into the search bar but not all our teamplayers are able to work with that. Thanks!

Afficher le commentaire · Publication le 11 nov. 2024 · Stephanie Schober

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Stephanie Schober a créé une publication,

Publication Feedback - Ticketing system (Support)

Wenn ich es aus den "gelöschten Tickets" ein Ticket wiederherstelle, muss ich ja auch den user wiederherstellen.
Und dann muss man aktiv in die Ansicht "Neue Tickets" klicken und danach suchen. Besser wäre, man bekommt in diesen Fenstern oben rechts einfach direkt den link zum Ticket. Denn ich muss ja dann in das Ticket rein um den user wiederherzustellen 🤪danke

Publication le 29 oct. 2024 · Stephanie Schober

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Stephanie Schober a créé une publication,

Publication Feedback - Admin Center

Case: User ist gesperrt (in unserem Fall ausversehen) und unser Agent merkt nicht, dass sein Kommentar nicht verschickt wird. 

Unser Wunsch: Im Ticket selbst kenntlich machen, dass der Kommentar nicht rausgehen wird, weil der user gesperrt ist. Eine Art Warnmeldung, oder dass ich per Trigger eine interne Notiz hinzufügen lassen kann. Danke!

Publication le 29 oct. 2024 · Stephanie Schober

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Stephanie Schober a ajouté un commentaire,

Commentaire de la communauté Feedback - Admin Center

Yes definitely need more filters. I'm also trying to find out who suspended a certain user so I second Sydney.

Afficher le commentaire · Publication le 29 oct. 2024 · Stephanie Schober

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Stephanie Schober a ajouté un commentaire,

CommentaireMeasuring success

Nice feature! I would like to customise every text though to be able to adapt it to our corporate language.

Afficher le commentaire · Publication le 16 oct. 2024 · Stephanie Schober

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Stephanie Schober a ajouté un commentaire,

CommentaireZendesk messaging

I 100% agree with Moss! Thanks :)

Afficher le commentaire · Publication le 26 août 2024 · Stephanie Schober

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Stephanie Schober a créé une publication,

Publication Feedback - Apps and integrations (Platform)

Wir nutzen die Out Of Office App und aktuell kommen sich die beiden Einstellungen in die Quere. Denn wenn ein Agent OOO ist, werden ihm trotzdem die Folgetickets zugewiesen. In dem Fall wäre es hilfreich, wenn der tag agent_ooo beachtet würde und der Mitarbeiter aus dem Ticket entfernt würde. Danke

Publication le 20 août 2024 · Stephanie Schober

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Stephanie Schober a créé une publication,

Publication Feedback - Ticketing system (Support)

I want to create a trigger that fires actions based on switching the channel. In most cases that applies to talk tickets and messaging tickets in which we often change to E-Mail. 

In my specific case I would like the subject to be changed as soon as the agent switches from Talk/Messaging to E-mail because I want to avoid the agents using the standard “Call with Caller” “Conversation with xy”. I now realize this might be another feature request because one can't choose an action that changes the subject 😅 Anyways I'm sure there's more cases for this request.

Publication le 13 août 2024 · Stephanie Schober

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