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Crystal Shepherd

参加日2022年6月28日

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前回のアクティビティ2024年9月26日

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さんの最近のアクティビティ Crystal Shepherd

Crystal Shepherdさんがコメントを作成しました:

コミュニティのコメント Feedback - Ticketing system (Support)

I agree with Monica and many others above. We need the play mode feature view based, not role based to allow for more efficiency and flexibility with our agents. At times it hinders productivity instead of helping.

コメントを表示 · 投稿日時:2023年1月12日 · Crystal Shepherd

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Crystal Shepherdさんがコメントを作成しました:

コミュニティのコメント Feedback - Reporting and analytics (Explore)

I agree. We hold teams accountable to updating customers and to have a report that shows time since last update in business hours/days instead of calendar allows us to report correctly on agent updates and escalate as needed.

I know there is a workaround to create an automation if a ticket goes so many hours without an update from the agent and create a tag and report on the tag, but a metric in reports would be so much easier and would allow us to see the full picture.

コメントを表示 · 投稿日時:2022年12月29日 · Crystal Shepherd

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Crystal Shepherdさんがコメントを作成しました:

コミュニティのコメント Feedback - Chat and Messaging (Chat)

Thank you for the update, hope to have a release date announced early 2023. I'll agree with everyone here that this is a much needed feature. Using chat in Zendesk support is always such a great experience, it is a little frustrating that we can have the same tools.

I'm working to implement messenger now and testing is a bit rough since it all seems like one big long ticket.

コメントを表示 · 投稿日時:2022年12月07日 · Crystal Shepherd

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Crystal Shepherdさんがコメントを作成しました:

コミュニティのコメント Feedback - Reporting and analytics (Explore)

Agreed, not being able to report the date since the last update the same way you would report on days since created is a much-needed feature.

コメントを表示 · 投稿日時:2022年10月19日 · Crystal Shepherd

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Crystal Shepherdさんがコメントを作成しました:

コミュニティのコメント Feedback - Admin Center

Totally agree!

I need to add a couple of groups to multiple macros, and I have to manually go into each macro and search for each group I want to add to each macro. Very time-consuming.

コメントを表示 · 投稿日時:2022年10月04日 · Crystal Shepherd

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Crystal Shepherdさんが投稿を作成しました:

投稿 Feedback - Admin Center

I like the new team member page, and I've used it often, however....

Now that the new team members page is replacing the old, you can't change people's groups or profiles unless you open 3 different tabs and 5 clicks just to access an agents profile as an admin. Additional tab to get to the admin center, then click on Team Members, then to click on the person, then to click Mange in support, which opens another tab and now you can update the groups/info for an agent.

I have a group of users to update, but their default group will have to be changed. This is a lot of clicks and time for small changes.

投稿日時:2022年8月10日 · Crystal Shepherd

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