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GUSTAVO FREIRE LOPES

Data ingresso 16 ott 2021

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Ultima attività 30 ott 2023

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Ultima attività di GUSTAVO FREIRE LOPES

GUSTAVO FREIRE LOPES ha commentato,

CommentoTicket automation and collaboration

Hi Dane

I'm trying to set up a trigger condition, for exemple "channel is side conversation", but there is no such channel. We need to add a tag to use omnichannel routing.

Regards.

Gustavo

Visualizza commento · Data ultimo post: 28 giu 2023 · GUSTAVO FREIRE LOPES

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GUSTAVO FREIRE LOPES ha commentato,

Commento nella community Feedback - Ticketing system (Support)

Hi Prakruti Hindia

In tickets events we can see that the SLA policy is applying successfully for whatsapp, but in views we can't see any countdown in SLA column.

On Explore we can see FRT, but not in views as i said.

Visualizza commento · Data ultima modifica: 04 apr 2023 · GUSTAVO FREIRE LOPES

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GUSTAVO FREIRE LOPES ha commentato,

CommentoRouting

Hi @Barry Neary

We are experiencing some issues with inactive message (Whatsapp) tickets.

From zendesk documentation we know that: 

"To be assigned to inactive message tickets (more than 10 minutes without a reply), an agent must have spare capacity, but the ticket doesn’t use up any of that capacity."

When queue is formed and several message tickets are set to inactive omnichannel routing assigne too many inactive tickets to agents with spare capacity, more disturbing than helping.

We understand that the maximum capacity is for active message tickets, but we also belive that auto assign for inactive tickets should be  limited by paramer. 

It is not something that happens everyday, but when it happens is very annoying. Please, can you check this?

Situation where 15 tickets were assigned to one agent:

Visualizza commento · Data ultimo post: 14 mar 2023 · GUSTAVO FREIRE LOPES

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GUSTAVO FREIRE LOPES ha commentato,

CommentoViewing and using dashboards

Hi @...

I have an Enterprise licence, but It seems not to be available for me.

Can you help?

Best Regards.

Visualizza commento · Data ultimo post: 26 set 2022 · GUSTAVO FREIRE LOPES

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GUSTAVO FREIRE LOPES ha commentato,

CommentoRouting

Hi Barry

Does omnichannel routing supports text channel?

Also email tickets are taking too much time to routing. We have multiple agents with spare capacity, but tickets continue without assignee 15 minutes after creation

Regards.

Visualizza commento · Data ultima modifica: 29 ago 2022 · GUSTAVO FREIRE LOPES

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GUSTAVO FREIRE LOPES ha commentato,

Commento nella community Feedback - Ticketing system (Support)

Yes, please let us hide this button. It is bad for agents and admins.

Visualizza commento · Data ultimo post: 27 set 2021 · GUSTAVO FREIRE LOPES

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GUSTAVO FREIRE LOPES ha commentato,

Commento nella community Feedback - Ticketing system (Support)

Zendesk should really take a look at this.

Visualizza commento · Data ultimo post: 23 giu 2021 · GUSTAVO FREIRE LOPES

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GUSTAVO FREIRE LOPES ha commentato,

Commento nella community Feedback - Ticketing system (Support)

Olá.

No entanto só conseguimos colocar um formulário por grupo, e mesmo assim fica somente pré-selecionado, não oculta os demais formulários pertencentes aos demais grupos

Visualizza commento · Data ultimo post: 25 mag 2021 · GUSTAVO FREIRE LOPES

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