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Alison Cook

가입한 날짜: 2021년 4월 15일

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마지막 활동: 2021년 12월 07일

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커뮤니티 댓글 Feedback - Ticketing system (Support)

Alina Wright Would this allow us to restrict certain Ticket Forms to only be visible to certain groups? We'd love to be able to allow specific groups view specific Ticket Forms vs. everyone seeing the entire list of forms available.

댓글 보기 · 2021년 11월 16일에 게시됨 · Alison Cook

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커뮤니티 댓글 Feedback - Ticketing system (Support)

댓글 보기 · 2021년 11월 16일에 편집됨 · Alison Cook

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댓글Ticket basics

Hello,

Is there a concept to differentiate chat vs. support tickets in the new agent workspace? Our chat agents have to manually select "chat" in the comment section when they receive a chat. When I enable the "Non-email conversations are public by default" in Ticket settings, our support team then has to switch to 'internal note' when taking notes on a ticket. It is an extra step for either team using two completely different forums of communication.

Thank you!

Alison

댓글 보기 · 2021년 1월 28일에 게시됨 · Alison Cook

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게시물 Feedback - Ticketing system (Support)

We noticed today in the Agent Workspace that when we enable the "Non-email conversations are public by default" in Ticket Settings, the comment section is defaulted to chat/public reply (which is great!) however, all our other tickets are also defaulted to public reply. 

We'd love a way to be able to distinguish between a chat & a support ticket in order to default a chat reply vs internal reply.

Thanks!

2021년 1월 27일에 게시됨 · Alison Cook

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댓글Business rules

Is there going to be a way to multiple select triggers to add them to a category? We have many triggers and individually updating will be a lot.

Thank you!

Alison

댓글 보기 · 2021년 1월 27일에 게시됨 · Alison Cook

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댓글Building reports

Hello,

Is there an update on when the Agent status will be available i.e. How long were agents in invisible, away and/or ready? We'd like to most specifically know the average # of chats served/time in ready. The Avg daily Chat does not allow this because if an agent only works 4 days/week then their chat numbers look very low. Thank you!

Alison Cook

댓글 보기 · 2021년 1월 14일에 게시됨 · Alison Cook

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