최근 검색


최근 검색 없음

Adrian Bishop's Avatar

Adrian Bishop

가입한 날짜: 2021년 4월 15일

·

마지막 활동: 2022년 8월 02일

팔로잉

0

팔로워

1

총 활동 수

71

투표 수

26

가입 플랜

1

활동 개요

님의 최근 활동 Adrian Bishop

Adrian Bishop님이 에 댓글을 입력함

댓글Ticket automation and collaboration

Hi,

This: -

 

Note: Follow-up tickets are not created if a side conversation within a child ticket is updated while the parent ticket is closed. For more information about the parent-child relationship of tickets, see About side conversation child tickets.

 

 

Is causing us a real problem, why does this not work???

Side conversation tickets are being responded to when the main ticket is closed but those replies are going nowhere. This is really poor, is there an alternative solution to this?

댓글 보기 · 2022년 8월 02일에 게시됨 · Adrian Bishop

0

팔로워

0

투표 수

0

댓글


Adrian Bishop님이 에 댓글을 입력함

댓글Ticket editor, assignee, and requestor

Thanks for writing this article, we set this to agent view only to remove it from the submit a request form, we didn't expect this result.

Is this a bug? If not then the assumed feature seems ridiculous.

댓글 보기 · 2022년 7월 29일에 게시됨 · Adrian Bishop

0

팔로워

1

투표

0

댓글


Adrian Bishop님이 에 댓글을 입력함

커뮤니티 댓글 Feedback - Voice (Talk)

Looking forward to being able to report on agent availability in talk, this is a much needed KPI in our business.

댓글 보기 · 2022년 7월 07일에 게시됨 · Adrian Bishop

0

팔로워

1

투표

0

댓글


Adrian Bishop님이 에 댓글을 입력함

커뮤니티 댓글 Feedback - Ticketing system (Support)

Amisha Sharma

Hello. It seems to have improved but only in terms of reliability, you still can't distinguish between the sub lines and the main heading.



댓글 보기 · 2022년 5월 23일에 게시됨 · Adrian Bishop

0

팔로워

1

투표

0

댓글


Adrian Bishop님이 에 댓글을 입력함

커뮤니티 댓글 Feedback - Ticketing system (Support)

+1 to this idea!

The user data app is cumbersome, native functionality should capture when a user has multiple unsolved tickets.

댓글 보기 · 2022년 3월 24일에 게시됨 · Adrian Bishop

0

팔로워

1

투표

0

댓글


Adrian Bishop님이 에 댓글을 입력함

댓글Additional ticket channels

Why can't we consult when transferring to a group?

1. We like to consult, it is polite and good etiquette.

2. If they don't answer, call may be abandoned when we could potentially try someone else.

This is poor functionality. 

댓글 보기 · 2022년 2월 22일에 게시됨 · Adrian Bishop

0

팔로워

3

투표 수

0

댓글


Adrian Bishop님이 에 댓글을 입력함

댓글Ticket basics

Hi, we use support and talk mostly, one of the issues we have is when a customer calls us about an existing ticket, it always creates a new ticket which we then merge into the existing one, this is very messy. Could agent workspace improve this functionality?

댓글 보기 · 2022년 2월 04일에 게시됨 · Adrian Bishop

0

팔로워

4

투표 수

0

댓글


Adrian Bishop님이 에 댓글을 입력함

커뮤니티 댓글 Feedback - Voice (Talk)

I would like to see this in Explore so we can set targets for agent availability against missed calls/declined calls etc.

댓글 보기 · 2022년 1월 24일에 게시됨 · Adrian Bishop

0

팔로워

4

투표 수

0

댓글


Adrian Bishop님이 에 댓글을 입력함

댓글Call routing, greetings, IVR, and recordings

How does this work on the 'transfer only' status? If agents are 'transfers only' does this cause the same problem as 'away' status.

 

댓글 보기 · 2022년 1월 21일에 게시됨 · Adrian Bishop

0

팔로워

0

투표 수

0

댓글


Adrian Bishop님이 에 게시물을 만듦

게시물 Feedback - Ticketing system (Support)

Hi,

It would be really useful to report on side conversation usage, e.g. who is regularly being contacted on side conversation tickets/emails.

Currently there is nothing available so any data would be a start

2022년 1월 21일에 게시됨 · Adrian Bishop

15

팔로워

13

투표 수

10

댓글