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Shu Anne Tio

Data ingresso 02 dic 2022

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Ultima attività 23 nov 2023

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Shu Anne Tio ha commentato,

Commento nella community Feedback - Reporting and analytics (Explore)

Agreed!

example:

we have 2 custom Pending statuses

  • waiting for reply (require details before proceeding with ticket)
  • waiting for approval (confirming if the solution satisfies what was requested)

and different custom On Hold statuses (depending on which department Agents need support from)

knowing how long a ticket spends in each (custom) status will help us determine where the bottleneck is

 

Visualizza commento · Data ultimo post: 14 feb 2023 · Shu Anne Tio

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Shu Anne Tio ha commentato,

CommentoTicket customization

hi Dane Thanks for the reply. I'm not able to access that link. Possible to share more info here?

Visualizza commento · Data ultimo post: 03 feb 2023 · Shu Anne Tio

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Shu Anne Tio ha commentato,

CommentoTicket customization

hi, after activating custom statuses we are no longer able to see if a ticket is Closed.

All solved tickets are shown as Solved, regardless if the ticket can be reopened or not.

Is there a way around this?

*we do not want our agents to be able to select the status as Closed, but we want to be able to see if a ticket can still be reopened

Visualizza commento · Data ultimo post: 02 feb 2023 · Shu Anne Tio

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Shu Anne Tio ha commentato,

Commento nella community Feedback - Help Center (Guide)

Hiii since this was a year ago - are there any updates?

Visualizza commento · Data ultimo post: 13 dic 2022 · Shu Anne Tio

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Shu Anne Tio ha commentato,

CommentoAdditional ticket channels

we tried to transfer the chat to another online agent.

there was no option to assign the chat to the other agent even though both were online.

Visualizza commento · Data ultimo post: 02 dic 2022 · Shu Anne Tio

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