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Colleen Hall
Adhésion le 22 juil. 2022
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Dernière activité le 12 févr. 2025
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Dernière activité effectuée par Colleen Hall
Colleen Hall a ajouté un commentaire,
New custom intents EAP for the Advanced AI add-on
Custom intents
The custom intents EAP allows you to instantly create custom intents. It is added immediately to your intent list and available right away to start predicting the intent of incoming tickets. Leveraging custom intents will help you optimize and extract valuable insights about your customer service operations.
Afficher le commentaire · Modification le 10 févr. 2025 · Colleen Hall
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Colleen Hall a ajouté un commentaire,
Hi Maky , thank you for catching this. I've updated the article.
Afficher le commentaire · Publication le 29 janv. 2025 · Colleen Hall
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Colleen Hall a ajouté un commentaire,
Hi Evy H. ,
You can create forms that are available to agents only by not selecting the Editable by end users check box. The form will be labeled Agent only in Admin Center. Your agents can select the form in the Agent Workspace, or, you could create trigger that automatically applies the form to a ticket created by a phone call. The Designing your ticket forms for a better agent and end-user experience article might be helpful.
Afficher le commentaire · Publication le 23 janv. 2025 · Colleen Hall
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Colleen Hall a ajouté un commentaire,
The rollout date has been extended from January 13, 2025 to January 27, 2025.
Afficher le commentaire · Publication le 14 janv. 2025 · Colleen Hall
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Colleen Hall a ajouté un commentaire,
Hi Danial Ishak,
Yes, when you change a custom ticket status name it will be reflected in your Explore reports.
Afficher le commentaire · Publication le 07 janv. 2025 · Colleen Hall
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Colleen Hall a ajouté un commentaire,
Hi Efrat Barak Zadok , if your plan has access to multiple ticket forms, then you can define which ticket statuses appear on your forms. Please see Associating ticket statuses to forms.
If your plan has access to a single form, then you can deactivate the on-hold status as described in the procedure Activating and deactivating the On-hold status above and it will not longer be available in your form.
Afficher le commentaire · Publication le 09 déc. 2024 · Colleen Hall
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Colleen Hall a ajouté un commentaire,
Hi Nicky Clark, not at this time. As soon as there is more to share, the announcement will be updated. Please follow the announcement so that you're notified of any new information.
Afficher le commentaire · Publication le 05 déc. 2024 · Colleen Hall
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Colleen Hall a ajouté un commentaire,
Hi Mike Deardorff , please see the article Categorizing your views. I hope this helps!
Afficher le commentaire · Publication le 04 déc. 2024 · Colleen Hall
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Colleen Hall a ajouté un commentaire,
Hi Vinicius Henrique da Silva , please see Understanding light agent interaction with side conversation child tickets.
Afficher le commentaire · Publication le 03 déc. 2024 · Colleen Hall
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Colleen Hall a ajouté un commentaire,
Hi Sydney Neubauer, this article, Customizing your SLAs with advanced settings, is up to date. Advanced settings for Next reply time and Periodic update were temporarily removed on October 31, 2024.
Afficher le commentaire · Publication le 03 déc. 2024 · Colleen Hall
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