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Crystal Shepherd

Adhésion le 28 juin 2022

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Dernière activité le 26 sept. 2024

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Dernière activité effectuée par Crystal Shepherd

Crystal Shepherd a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

I agree with Monica and many others above. We need the play mode feature view based, not role based to allow for more efficiency and flexibility with our agents. At times it hinders productivity instead of helping.

Afficher le commentaire · Publication le 12 janv. 2023 · Crystal Shepherd

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Crystal Shepherd a ajouté un commentaire,

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

I agree. We hold teams accountable to updating customers and to have a report that shows time since last update in business hours/days instead of calendar allows us to report correctly on agent updates and escalate as needed.

I know there is a workaround to create an automation if a ticket goes so many hours without an update from the agent and create a tag and report on the tag, but a metric in reports would be so much easier and would allow us to see the full picture.

Afficher le commentaire · Publication le 29 déc. 2022 · Crystal Shepherd

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Crystal Shepherd a ajouté un commentaire,

Commentaire de la communauté Feedback - Chat and Messaging (Chat)

Thank you for the update, hope to have a release date announced early 2023. I'll agree with everyone here that this is a much needed feature. Using chat in Zendesk support is always such a great experience, it is a little frustrating that we can have the same tools.

I'm working to implement messenger now and testing is a bit rough since it all seems like one big long ticket.

Afficher le commentaire · Publication le 07 déc. 2022 · Crystal Shepherd

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Crystal Shepherd a ajouté un commentaire,

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

Agreed, not being able to report the date since the last update the same way you would report on days since created is a much-needed feature.

Afficher le commentaire · Publication le 19 oct. 2022 · Crystal Shepherd

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Crystal Shepherd a ajouté un commentaire,

Commentaire de la communauté Feedback - Admin Center

Totally agree!

I need to add a couple of groups to multiple macros, and I have to manually go into each macro and search for each group I want to add to each macro. Very time-consuming.

Afficher le commentaire · Publication le 04 oct. 2022 · Crystal Shepherd

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Crystal Shepherd a créé une publication,

Publication Feedback - Admin Center

I like the new team member page, and I've used it often, however....

Now that the new team members page is replacing the old, you can't change people's groups or profiles unless you open 3 different tabs and 5 clicks just to access an agents profile as an admin. Additional tab to get to the admin center, then click on Team Members, then to click on the person, then to click Mange in support, which opens another tab and now you can update the groups/info for an agent.

I have a group of users to update, but their default group will have to be changed. This is a lot of clicks and time for small changes.

Publication le 10 août 2022 · Crystal Shepherd

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