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Michael Penland

가입한 날짜: 2021년 4월 15일

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마지막 활동: 2023년 5월 24일

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님의 최근 활동 Michael Penland

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댓글Ticket basics

That’s Smart Tim! 😃

댓글 보기 · 2023년 5월 24일에 게시됨 · Michael Penland

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댓글Ticket basics

Thanks! Now we need one-click switch between private/public instead of the drop-down. Draft mode is a good addition and adds the right friction compared to what the drop-down was designed for. Now the drop-down is just annoying. Is there a feedback forum topic on that yet? Thanks!!

댓글 보기 · 2023년 5월 23일에 게시됨 · Michael Penland

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커뮤니티 댓글 Feedback - Ticketing system (Support)

I agree with this but it is a design limitation defect and not a feature request.  This was a basic workflow functionality of classic workspace and now it's super inefficient.  Not only to agents have to copy/paste stuff across but they can also get private note drafts stuck in there and see save errors.  Thanks.

댓글 보기 · 2022년 7월 25일에 게시됨 · Michael Penland

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커뮤니티 댓글 Feedback - Apps and integrations (Platform)

This is all well and good for one to one proactive tickets with limited dimensions.

We want to notify specified contacts under organizations that meet various criteria.
- one main requester and others are CC’d on one ticket. Assume all contacts have “notification list” tag.
- tickets are created only when the organization has tags X and Y and Z.

Today we get individual tickets are user and have to segment based on contact tags not organization tag criteria.

Thanks!

댓글 보기 · 2020년 11월 30일에 게시됨 · Michael Penland

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커뮤니티 댓글 Feedback - Ticketing system (Support)

Agree on @ mention tags for Slack in side conversations.  It technically kind of works if you have a simple call-out name but there isn't an auto populated picker.  For example @penland works in our organization.

댓글 보기 · 2020년 11월 18일에 게시됨 · Michael Penland

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커뮤니티 댓글 Feedback - Ticketing system (Support)

+1 Segmenting channels and topics is needed, at least for sending public responses.  Primary use case is we don't want all of our agents to have the ability to send out public tweets.  Thanks.

댓글 보기 · 2020년 9월 09일에 게시됨 · Michael Penland

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커뮤니티 댓글 Feedback - Voice (Talk)

Patrik - I personally wouldn't want it either, but agents ask for it to improve their experience.  It's more efficient for them than hunting for the answer button every time a call comes in.  

댓글 보기 · 2020년 8월 31일에 게시됨 · Michael Penland

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커뮤니티 댓글 Feedback - Voice (Talk)

Ditto on this request. Thanks.

댓글 보기 · 2020년 8월 28일에 게시됨 · Michael Penland

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커뮤니티 댓글 Feedback - Ticketing system (Support)

Agree. Nice to have feature that Desk.com supported 10 years ago.

댓글 보기 · 2020년 3월 03일에 게시됨 · Michael Penland

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