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Joshua Bentley

가입한 날짜: 2021년 4월 15일

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마지막 활동: 2022년 2월 01일

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커뮤니티 댓글 Feedback - Ticketing system (Support)

Based on what I've read in this thread, it seems like an easy solution (or at least a workaround) would be to have the system automatically assign follow-ups to the agent and if that agent is no longer active, assign the ticket to that agent's group so someone else can pick it up.

In the interim, I'd like to recommend an app like Round Robin. We started using it over a year ago so we could set it up to use a round robin ticket assignment method so you don't have to worry about agents cherry picking tickets. But it just dawned on me that it could potentially be used in the situation we're discussing in this thread.

It could be set up to look at a specific view and assign those tickets out to the agents you want. Admittedly, it wouldn't go to the same agent, but at least they'd get assigned out and could be reassigned by agents if necessary.

I just set it up and it seems like it'll serve as a workaround until/unless ZD puts this in as default functionality.

댓글 보기 · 2017년 10월 11일에 게시됨 · Joshua Bentley

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커뮤니티 댓글 Discussion - Tips and best practices from the community

Poop. Well thanks anyway! I'll explore a different way to do that. Thanks!

댓글 보기 · 2017년 5월 10일에 게시됨 · Joshua Bentley

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커뮤니티 댓글 Discussion - Tips and best practices from the community

Hi, Vladan - no worries. No, my question wasn't about filtering - that part I'm going to do in Excel. What I'm wondering if there's any way for the .json to be updated to add the macro title to all rows related to it. See my screenshot for #2 in my previous post for what it might look like.

댓글 보기 · 2017년 5월 10일에 게시됨 · Joshua Bentley

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커뮤니티 댓글 Discussion - Tips and best practices from the community

This is awesome! It's going to help us a lot. I'm working on creating an Excel macro to clean up the file so we can easily review just the comments to make sure they're up to date, but it's proving difficult.

Is there a way to change the export so that the rows following a row with the macro title, ID, and Active are filled with the same title, ID, and active? I want to be able to export the file then create an Excel macro to clean up the document so only the comment values are displayed. We're going to use this to keep our macros up to date. Trying to automate an Excel macro as much as possible is tough when you can't tell which line item goes with which macro.

Here are a couple pictures to explain:

1) What the rows look like now

2) What I'd like to have happen:

This way I can then go to Column i and filter out anything that doesn't contain the word "value" and delete it to make it easier to find and review just comments.

Does that make sense?

댓글 보기 · 2017년 5월 05일에 게시됨 · Joshua Bentley

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