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Ирина Курда's Avatar

Ирина Курда

Adhésion le 20 juin 2022

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Dernière activité le 20 mars 2024

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Dernière activité effectuée par Ирина Курда

Ирина Курда a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Totally agree with Slava Skorbezh. During the incident the agent has to do a lot of routine manual work, and this increases the time of ticket processing.
I am very disappointed to hear from you that such a improvement is not in the plans for this year

Afficher le commentaire · Publication le 20 mars 2024 · Ирина Курда

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Ирина Курда a ajouté un commentaire,

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

I agree with Maxim
Right now we can't use all the features of Flow Builder and Answer Bot, and we would like to help customers even more

Afficher le commentaire · Publication le 16 mars 2023 · Ирина Курда

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Ирина Курда a ajouté un commentaire,

CommentaireRouting

Hi Barry Neary
Tried the option for the inactive ticket yesterday. Unfortunately, it didn't work for us, because the setting was triggered whenever the ticket was updated. In our case: after creating a ticket, the client's information is added to it and the redirection setting was triggered in just a few seconds

Afficher le commentaire · Publication le 22 nov. 2022 · Ирина Курда

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Ирина Курда a ajouté un commentaire,

CommentaireRouting

Thank you so much.
We will try this way of working

Afficher le commentaire · Publication le 21 nov. 2022 · Ирина Курда

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Ирина Курда a ajouté un commentaire,

CommentaireRouting

Thanks Barry Neary

We will try to use your option today. But there is one question: we put that the ticket has been updated, but if the client does not write anything, it will not be considered that the ticket has been updated?

Afficher le commentaire · Publication le 21 nov. 2022 · Ирина Курда

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Ирина Курда a ajouté un commentaire,

CommentaireRouting

Barry Neary

Thanks
We will try this way of working
No timeline for when it will be possible to manage active and inactive tickets?

Afficher le commentaire · Publication le 10 nov. 2022 · Ирина Курда

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Ирина Курда a ajouté un commentaire,

CommentaireRouting

Barry Neary

Yes, these tickets are from the messaging channels

Afficher le commentaire · Publication le 09 nov. 2022 · Ирина Курда

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Ирина Курда a ajouté un commentaire,

CommentaireRouting

Hi Barry Neary

We've been using this feature for over a week now and have run into a problem we can't solve ourselves. 
Some tickets are being routed to another group of agents. These tickets are not taken by agents right away, but after enabling omnichannel routing all these tickets started to be automatically assigned to agents. Is there any way to fix this?

Afficher le commentaire · Publication le 09 nov. 2022 · Ирина Курда

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Ирина Курда a ajouté un commentaire,

CommentaireRouting

I want to support the previous comment. Information about not accepted chats is very necessary thing. Now there is no understanding why one ticket is not assigned for 2 minutes, and the other is assigned in a couple of seconds

Afficher le commentaire · Publication le 03 nov. 2022 · Ирина Курда

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Ирина Курда a ajouté un commentaire,

CommentaireTeam members and groups

Can you tell me if in the existing report on the status of agents we can see the status of "Transfer Only"?

Afficher le commentaire · Publication le 27 oct. 2022 · Ирина Курда

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