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Eleni Admin

Adhésion le 17 oct. 2024

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Dernière activité le 17 oct. 2024

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Eleni Admin a ajouté un commentaire,

CommentaireTalk basics

Hello Rob Stack ,

Is there a way to automatically populate the custom ticket fields when a phone call is initiated by an authenticated user, so the agent has all the necessary information and doesn't need to ask for these details during the call? Additionally, is it possible to retrieve the user's username/email after the conclusion of a phone call? This would greatly enhance the efficiency and streamline the process for agents.

Thanks in advance!

Afficher le commentaire · Publication le 17 oct. 2024 · Eleni Admin

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Eleni Admin a ajouté un commentaire,

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

Hello Sarah Darmawan ,

I'm crossposting this for visibility, as I have also replied to another post on the same topic (see link).

We would like to request that customers have the ability to create the subject during the chat conversation, with this subject becoming the title of the support ticket. This would ensure the ticket accurately reflects the conversation and avoids using generic subject lines.

Additionally, this feature would save us a lot of manual work, as our agents currently have to create the titles manually.

Is this something you are considering fixing in the near future? Thanks in advance!

Afficher le commentaire · Publication le 17 oct. 2024 · Eleni Admin

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Eleni Admin a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Hello Shawna James

We would like to request that customers have the ability to create the subject during the chat conversation, with this subject becoming the title of the support ticket. This would ensure the ticket accurately reflects the conversation and avoids using generic subject lines. 

Additionally, this feature would save us a lot of manual work, as our agents currently have to create the titles manually.

Is this something you are considering fixing in the near future? Thanks in advance!

Afficher le commentaire · Modification le 17 oct. 2024 · Eleni Admin

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