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Shu Anne Tio

Adhésion le 02 déc. 2022

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Dernière activité le 23 nov. 2023

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Shu Anne Tio a ajouté un commentaire,

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

Agreed!

example:

we have 2 custom Pending statuses

  • waiting for reply (require details before proceeding with ticket)
  • waiting for approval (confirming if the solution satisfies what was requested)

and different custom On Hold statuses (depending on which department Agents need support from)

knowing how long a ticket spends in each (custom) status will help us determine where the bottleneck is

 

Afficher le commentaire · Publication le 14 févr. 2023 · Shu Anne Tio

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Shu Anne Tio a ajouté un commentaire,

CommentaireTicket customization

hi Dane Thanks for the reply. I'm not able to access that link. Possible to share more info here?

Afficher le commentaire · Publication le 03 févr. 2023 · Shu Anne Tio

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Shu Anne Tio a ajouté un commentaire,

CommentaireTicket customization

hi, after activating custom statuses we are no longer able to see if a ticket is Closed.

All solved tickets are shown as Solved, regardless if the ticket can be reopened or not.

Is there a way around this?

*we do not want our agents to be able to select the status as Closed, but we want to be able to see if a ticket can still be reopened

Afficher le commentaire · Publication le 02 févr. 2023 · Shu Anne Tio

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Shu Anne Tio a ajouté un commentaire,

Commentaire de la communauté Feedback - Help Center (Guide)

Hiii since this was a year ago - are there any updates?

Afficher le commentaire · Publication le 13 déc. 2022 · Shu Anne Tio

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Shu Anne Tio a ajouté un commentaire,

CommentaireAdditional ticket channels

we tried to transfer the chat to another online agent.

there was no option to assign the chat to the other agent even though both were online.

Afficher le commentaire · Publication le 02 déc. 2022 · Shu Anne Tio

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