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Erin from Newton

Data ingresso 14 dic 2023

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Ultima attività 29 mag 2024

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Erin from Newton ha commentato,

CommentoTicket basics

Why are phonecall tickets not included in this workspace/dashboard? How is this useful for a customer service team if the agent can't see phonecall tickets in their queue? (i.e. callbacks, voicemails that need returned, etc.)

Visualizza commento · Data ultimo post: 29 mag 2024 · Erin from Newton

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Erin from Newton ha commentato,

Commento nella community Feedback - Ticketing system (Support)

Barry Neary

Any updates on this one? Much like the OP, omnichannel routing and its features is fairly useless to our team structure without the ability to customize based on groups.

Visualizza commento · Data ultimo post: 11 gen 2024 · Erin from Newton

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Erin from Newton ha creato un post,

Post Q&A - Objects, workspaces, and rules

I am attempting to set up omnichannel routing ahead of implementing skill-based routing for our team. I continue to run into an error preventing this. A screenshot of the error is HERE, and a screenshot of the current tag set up is HERE.

It looks like the platform thinks we still have chat live, although this was deactivated and we migrated to Messaging quite awhile ago. I've dug through every resources I can find to ensure chat is fully desctivated.

I have followed every instruction and troubleshooting guideline I can find within Zendesk resources and have hit a brick wall. I have also reached out to Zendesk help multiple times with no response. This is becoming a significant issue, as we need skill-based routing to be implemented and working well before year-end. 

Does anyone have any ideas??

Data ultimo post: 22 dic 2023 · Erin from Newton

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