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J. Baker

가입한 날짜: 2021년 5월 16일

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마지막 활동: 2023년 11월 27일

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커뮤니티 댓글 Feedback - Sales CRM (Sell)

Will the custom fields and reporting now be available directly in Sell? There are significant disadvantages being presented by removing the Sell datasets from Explore. For instance, the Sell Lead Status Report gives me whether the lead was won, unqualified, or working. I can not get more granular access to the Unqualified Reasons. In explore I can build a report to give me some greater context into the leads we are receiving and why we are unqualifying them, but now I lose this feature. This change doesn't make sense.

댓글 보기 · 2023년 11월 27일에 게시됨 · J. Baker

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커뮤니티 댓글 Feedback - Ticketing system (Support)

Alina Wright I have the same challenge and the only community recommendation is to have two separate Support instances. We are using Professional, and more specifically our issue arose when we started to implement Sell where those users have been added into the Admin Team Members as Contributors. They now see all internal notes and receive notifications as followers which makes it difficult for support teams to have their internal conversations. It doesn't seem that I can turn these Sell users into End-Users because they lose their Sell access. 

This is a major challenge. I've submitted a ticket and have a meeting with my account executive to discuss further.

댓글 보기 · 2023년 9월 12일에 게시됨 · J. Baker

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커뮤니티 댓글 Feedback - Apps and integrations (Platform)

Prateek Chhetri It would be great if the Visit Outcome could be retrievable somewhere beyond a smart view. While the Activity Visit Report is ok, it doesn't allow you to leverage the customizable outcomes and create a report. 

For instance I want visits to promote a specific product launch. I want to log the outcome as a custom 'Product Introduction', while the stock report I can filter but I can not see who was seen. Any Smart List only allows you to see Last Visited which doesn't allow you to collect this visit information. Not all visits specifically turn into a deal. Even looking in explore I can not gain access to the outcomes.

This would be very helpful!

Thanks!

댓글 보기 · 2023년 7월 25일에 게시됨 · J. Baker

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댓글Ticket automation and collaboration

I have opened a ticket on the behavior of a Child Side Conversation ticket but am coming to the community if there is any other guidance. We have not made any specific trigger changes but we have noticed that when Ticket A creates a Child Side Conversation Ticket to another Group, it does generate Child Ticket B. When the assignee of Child Ticket B puts the ticket to Solved, and the requester from Ticket A has another question, when they submit this through the Side Conversation composer and send it, Child Ticket B will get the communication but it will not change the status of the Child Ticket B to Open. Based on the triggering it hits our notification trigger that informs people of an update but the Side Conversation Status trigger doesn't get fired. Once a single trigger is satisfied does it should continue through the balance of the triggers to see if any other conditions are satisfied correct?

댓글 보기 · 2023년 3월 30일에 게시됨 · J. Baker

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댓글Ticket management

Hi Oskar, 

We just started exploring this a bit more. If we create a side conversation 'email' from the closed ticket, we can then grab all the public/internal replies we want to communicate back to the requester, with our new message. I created a trigger where Channel is Closed, Side Conversation is Created, Replied To, Re-Opened, and the action is Status is Open, which forces a follow-up ticket; however, the follow-up ticket is a side conversation. It's very awkward but we just started trying to find better ways. We do not like the suggestion to copy and past images into the new ticket and lose the follow-up link of the ticket.

We are still exploring this as I can imagine a complicated follow-up in the way I just presented can get quite difficult to manage. 

 

Thought I would share...

-JB

댓글 보기 · 2021년 5월 03일에 게시됨 · J. Baker

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댓글Ticket management

When an end-user emails us with a ticket, that we solve and closes, if they reply back as a follow-up, a new follow-up ticket is created (they have one email thread) and we see in the follow-up ticket the entire email thread. If an Agent however manually creates the follow-up ticket, when they post their first public reply back to the Agent none of the original ticket exchange carries forward to the end-user, it is a new email entirely to them.

Is there anyway to change this? 

댓글 보기 · 2021년 4월 06일에 게시됨 · J. Baker

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