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Robin Patton

Adhésion le 25 juil. 2022

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Dernière activité le 16 déc. 2024

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Dernière activité effectuée par Robin Patton

Robin Patton a créé une publication,

Publication Feedback - Ticketing system (Support)

To lower human error risk, it would be helpful if we could limit what emails can be used for Side Conversations either at the email or domain level. Basically, an Allow List for the feature to allow more agents to use the tool while having a lower risk of the message going to an incorrect email address. 

Publication le 16 déc. 2024 · Robin Patton

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Robin Patton a ajouté un commentaire,

CommentaireSetting up and using Text

How can I export the data in the Message details table so that I can act for failed delivery tickets?

Afficher le commentaire · Publication le 19 sept. 2024 · Robin Patton

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Robin Patton a ajouté un commentaire,

CommentaireGeneral questions and issues about tickets

I also have everyone online by 8:30 every day, but some get started earlier depending on their schedule.  We do not run 24/7 support so we always have a small pile up of evening/overnight tickets first thing in the morning. 

 

In agreement with Ronen on the need for a solution. Currently what we do is a manual even split at 7:30 to avoid someone that starts working early getting the bulk of morning tickets. 

 

If we could set a time for all in office staff to be “online” at one time it would let the tickets distribute the morning load. Similar to how the Round Robin app lets you set a schedule for each agent. 

 

Alternatively, a load balancer that would not give anymore tickets to the early arrivers until those that log on later have received X number of tickets would help as well. 

 

We stay busy enough it would even out with a load balancing feature, but without this the early workers would just always have more ticket every day than those that come a little later- punishing those that select to begin their day earlier than their peers. 

Afficher le commentaire · Publication le 08 juil. 2024 · Robin Patton

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Robin Patton a ajouté un commentaire,

CommentaireSetting up and using Text

How do we receive a confirmation that you've received our form and next steps? 
ZenDesk alerts stated we needed to complete the form by 8-31. If we have done so, will we be able to send text messages after 9-1?

Afficher le commentaire · Modification le 29 août 2023 · Robin Patton

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Robin Patton a créé une publication,

Publication Feedback - Voice (Talk)

Request: That Talk uses voicemails during business hours and overflows to our answering service outside of business hours/holidays. 

Explanation: We would like to only use overflow to our answering service when we are closed (outside of business hours). During business hours, we would like to use voicemail as my team can quickly manage any voicemail tickets and we aren't being charged for minutes by our after hours answering service. 

I've confirmed with ZenDesk that you can not create a setting that allows Voicemails to flow to your team during business hours and then overflow to our answering service after hours. We must manually change the setting at the start/end of each day. 

Impact: With the current requirement that all unanswered calls flow to our after hours service we are incurring fees to take a message vs the message simply flowing directly to one of my agents that may respond quickly OR we incur process/labor costs by creating a daily manual task to change this setting to start/end every day. 

Modification le 27 juil. 2023 · Robin Patton

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Robin Patton a ajouté un commentaire,

CommentaireSMS and Text message help

Is there any updated solution to this problem that does not involve using a third party app?

Afficher le commentaire · Modification le 25 juil. 2022 · Robin Patton

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