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Fernando Duarte

Data ingresso 15 apr 2021

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Ultima attività 27 dic 2023

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Fernando Duarte ha commentato,

CommentoViewing and using dashboards

I agree 100% with Heather Rommel!

The idea of a a real time dashboard is to show what they are actually doing

Visualizza commento · Data ultimo post: 22 lug 2022 · Fernando Duarte

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Fernando Duarte ha commentato,

CommentoUsing AI agents for email and web form

I am hoping someone has an insight on how to change the behavior of the answer bot as the experience is frustrating for some customers, 
In their own words:

it appears to be sent me a help article and when I open it, a pop-up asking me if it answers my question, which I don’t know yet because I didn’t read it. If I click yes it says it will close my ticket, which I don’t want. If I click no, then it asks me why and I don’t know yet, again, because I haven’t read it yet. It blocks the article so it’s difficult to read, and if I click the X then it just goes back to the first question.

Visualizza commento · Data ultimo post: 09 feb 2022 · Fernando Duarte

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Fernando Duarte ha commentato,

Commento nella community Feedback - Ticketing system (Support)

The Jira Integration does not support Organization fields to sync.

We need to be able to pass the organization value to the linked Jira.  The only workaround here is to create an individual trigger for each Organization to populate a custom ticket field.

Just imagine the load on the system as we continue to add a trigger per organization

 

Visualizza commento · Data ultimo post: 11 mar 2021 · Fernando Duarte

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Fernando Duarte ha creato un post,

Post Q&A - Objects, workspaces, and rules

We present a field called Severity to our customers in or ticket form which is used to set the initial priority in a ticket.

I want to change the hint for that field to display the definition of each severity as it is selected, like:

"Urgent: System is down or unavailable (Critical Production issue affecting all users)"

Data ultimo post: 21 feb 2021 · Fernando Duarte

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