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Sean Morrissey

Data ingresso 16 apr 2021

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Ultima attività 05 nov 2024

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Sean Morrissey ha commentato,

Commento nella community Q&A - Talk and text

This would be a great feature

Visualizza commento · Data ultimo post: 05 nov 2024 · Sean Morrissey

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Sean Morrissey ha creato un post,

Post Feedback - Ticketing system (Support)

With the new interface, I see the loss of functionality to move to the next ticket. Perhaps this is due to the fact that that feature was specific to the view. I don't like having to go back to the home screen each time. I would like to see the functionality to move to the next ticket and come back with this enhancement.

 

Data ultimo post: 02 lug 2024 · Sean Morrissey

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Sean Morrissey ha commentato,

CommentoTicket basics

With the new interface, I see the loss of functionality to move to the next ticket. Perhaps this is due to the fact that that feature was specific to the view. I don't like having to go back to the home screen each time. I would like to see the functionality to move to the next ticket and come back with this enhancement.

Visualizza commento · Data ultimo post: 01 lug 2024 · Sean Morrissey

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Sean Morrissey ha commentato,

CommentoSetting Guide roles and permissions

In our enviroment, the requesters organization is equal to a user segment. The issue we have is an agent has access to all user segments. So when my agents use the knowledge base they get articles across all user segments. I would like for them to only see articles for the user segment based on the requestors organization/user segement. I was told if I was on enterprise I could create custom context panels. I do not think this is viable to one upgrade to enterprise or second create 100s of context panels. Any thoughts/suggestions

Visualizza commento · Data ultimo post: 18 giu 2024 · Sean Morrissey

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Sean Morrissey ha commentato,

CommentoAI agents and automation best practices

I need to restrict articles based on the label.

I my enviroment each organization is equal to the user segment in guide.

So I need to restrict the article suggestions based on the user segment. Today a requester gets article suggestions across alluser segments. I do use labels to identify the organization name. Is there a way to add logic in “configure and test” to populate the label with the organization tag in the label?

Visualizza commento · Data ultima modifica: 05 giu 2024 · Sean Morrissey

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Sean Morrissey ha commentato,

CommentoTicket automation and collaboration

Tetiana Gron while i appreciate the suggestion, it does not seem practical. I have 90 cclients so that would required 90 filtered vviews. Additionally, it requires an upgrade to enterprise.

Visualizza commento · Data ultimo post: 06 mag 2024 · Sean Morrissey

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Sean Morrissey ha commentato,

CommentoTicket automation and collaboration

I would like to see the ability to filter KB results in the search based on the requester 's organization. In our world, we use user segments for our KB articles which are based on a requesters organization (each client). However, an agent has access to all organizations, so they see all KB articles in the search result. 

Visualizza commento · Data ultimo post: 23 apr 2024 · Sean Morrissey

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Sean Morrissey ha commentato,

Commento nella community Feedback - Ticketing system (Support)

I have a color blind employee and they are unable to see internal comments with the blue hue. When they hover over the internal comment the shade goes darker and they can see the comment with the darker hue. So we need an accessibility option to change the color hues on this new feature.

Visualizza commento · Data ultimo post: 03 apr 2024 · Sean Morrissey

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Sean Morrissey ha commentato,

CommentoTicket basics

We have an issue with the new agent workspace interface. We have an employee who is colorblind and the blue shadowing on the internal comments prevents them from seeing the comment clearly. Can an accessibility option be added to remove the background color. In speaking with my employee if the hue was a bit darker they could see it better.

Visualizza commento · Data ultimo post: 03 apr 2024 · Sean Morrissey

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Sean Morrissey ha commentato,

CommentoTeam members and groups

Anytime I use the bulk user import, the import process changes the role of a user in Talk back to an "Agent" Since I do not see an option to set Roles and Access, this appears to be a bug. It does not change the Support, guide or explore toles and access, just talk. I have also opened a support ticket, but thought I would post here as well. 

Visualizza commento · Data ultimo post: 29 gen 2024 · Sean Morrissey

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