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GUSTAVO FREIRE LOPES

가입한 날짜: 2021년 10월 16일

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마지막 활동: 2023년 10월 30일

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GUSTAVO FREIRE LOPES님이 에 댓글을 입력함

댓글Ticket automation and collaboration

Hi Dane

I'm trying to set up a trigger condition, for exemple "channel is side conversation", but there is no such channel. We need to add a tag to use omnichannel routing.

Regards.

Gustavo

댓글 보기 · 2023년 6월 28일에 게시됨 · GUSTAVO FREIRE LOPES

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커뮤니티 댓글 Feedback - Ticketing system (Support)

Hi Prakruti Hindia

In tickets events we can see that the SLA policy is applying successfully for whatsapp, but in views we can't see any countdown in SLA column.

On Explore we can see FRT, but not in views as i said.

댓글 보기 · 2023년 4월 04일에 편집됨 · GUSTAVO FREIRE LOPES

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댓글Routing

Hi @Barry Neary

We are experiencing some issues with inactive message (Whatsapp) tickets.

From zendesk documentation we know that: 

"To be assigned to inactive message tickets (more than 10 minutes without a reply), an agent must have spare capacity, but the ticket doesn’t use up any of that capacity."

When queue is formed and several message tickets are set to inactive omnichannel routing assigne too many inactive tickets to agents with spare capacity, more disturbing than helping.

We understand that the maximum capacity is for active message tickets, but we also belive that auto assign for inactive tickets should be  limited by paramer. 

It is not something that happens everyday, but when it happens is very annoying. Please, can you check this?

Situation where 15 tickets were assigned to one agent:

댓글 보기 · 2023년 3월 14일에 게시됨 · GUSTAVO FREIRE LOPES

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댓글Viewing and using dashboards

Hi @...

I have an Enterprise licence, but It seems not to be available for me.

Can you help?

Best Regards.

댓글 보기 · 2022년 9월 26일에 게시됨 · GUSTAVO FREIRE LOPES

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댓글Routing

Hi Barry

Does omnichannel routing supports text channel?

Also email tickets are taking too much time to routing. We have multiple agents with spare capacity, but tickets continue without assignee 15 minutes after creation

Regards.

댓글 보기 · 2022년 8월 29일에 편집됨 · GUSTAVO FREIRE LOPES

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커뮤니티 댓글 Feedback - Ticketing system (Support)

Yes, please let us hide this button. It is bad for agents and admins.

댓글 보기 · 2021년 9월 27일에 게시됨 · GUSTAVO FREIRE LOPES

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커뮤니티 댓글 Feedback - Ticketing system (Support)

Zendesk should really take a look at this.

댓글 보기 · 2021년 6월 23일에 게시됨 · GUSTAVO FREIRE LOPES

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커뮤니티 댓글 Feedback - Ticketing system (Support)

Olá.

No entanto só conseguimos colocar um formulário por grupo, e mesmo assim fica somente pré-selecionado, não oculta os demais formulários pertencentes aos demais grupos

댓글 보기 · 2021년 5월 25일에 게시됨 · GUSTAVO FREIRE LOPES

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