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Danielle

Adhésion le 10 août 2023

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Dernière activité le 16 déc. 2024

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Dernière activité effectuée par Danielle

Danielle a ajouté un commentaire,

CommentaireTicket automation and collaboration

I've created a macro to action the following: leave an internal note, remove a single tag, and also change the priority to normal. The macro is not working to change the ticket priority from urgent to normal. I've checked the events to confirm this. Any suggestions? Thank you

Afficher le commentaire · Publication le 14 août 2024 · Danielle

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Danielle a ajouté un commentaire,

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

+1 We need this ability to ban users in messaging that are being abusive. Thank you! 

Afficher le commentaire · Publication le 06 août 2024 · Danielle

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Danielle a ajouté un commentaire,

CommentaireRouting

Barry Neary It seems as if tickets that are reassigned, thus re-entering a custom routing queue, are being routed before the oldest tickets in that same custom queue. Is this expected, or should I open a support ticket for help? 

Afficher le commentaire · Publication le 06 août 2024 · Danielle

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Danielle a ajouté un commentaire,

CommentaireRouting

If we have the backend re-routing un-assigned tickets back to the omnichannel routing queue logic enabled, how does that impact when/how that ticket is routed the second time? Does it up the priority or something similar?

Secondly, which has the higher priority: the initial queue eligibility or the subsequent queue eligibility? 

Afficher le commentaire · Publication le 31 juil. 2024 · Danielle

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Danielle a ajouté un commentaire,

CommentaireMetrics, attributes, and filters

Hi! Could this be defined more clearly please ‘because the agent is not available at the moment?’ 

What defines unavailable? They are in a status that is offline for messaging? Thank you

Afficher le commentaire · Publication le 26 juil. 2024 · Danielle

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Danielle a ajouté un commentaire,

CommentaireAccounts and billing

Plus 1 on interest in scheduling a webinar session . I don't see any availability currently.

Afficher le commentaire · Publication le 21 mai 2024 · Danielle

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Danielle a ajouté un commentaire,

CommentaireRouting

Hi Barry Neary I'm also curious about being able to enable this ourselves. Currently I'm testing Omnichannel routing and Messaging in our Sandbox. Is this something we'll be able to enable ourselves in Admin Center? Could you help me to enable it in our Sandbox instance? Thanks!

Afficher le commentaire · Publication le 10 mai 2024 · Danielle

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Danielle a ajouté un commentaire,

CommentaireCustomer management and profiles

“Suspended users can still chat, but no ticket is created.”  What does the suspended email user experience if they can still chat but a ticket isn't created? What is the agent experience in Agent Workspace - is the chat conversation visible in suspended tickets? Thank you! 

Afficher le commentaire · Publication le 07 mai 2024 · Danielle

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

Thank you! 

Afficher le commentaire · Publication le 01 mai 2024 · Danielle

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CommentaireRouting

Hi Barry Neary , I'm also curious about updates on the ability for SMS tickets to be assigned via Omnichannel routing. Is there an expected date for this? Thank you

Afficher le commentaire · Publication le 26 avr. 2024 · Danielle

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