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Kate Ives

가입한 날짜: 2023년 6월 14일

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마지막 활동: 2024년 10월 30일

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님의 최근 활동 Kate Ives

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댓글Measuring success

In the new CSAT experience, if a ticket is Closed, it looks like the survey URL link still opens to the survey page, but if the user tries to change the feedback, it does not update the ticket. is it expected that the survey link still works on closed tickets?

 

댓글 보기 · 2024년 10월 29일에 게시됨 · Kate Ives

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게시물 Feedback - Ticketing system (Support)

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. 


We would like to request that our Custom Fields and Intelligent Triage predictions be added as condition options when creating a Contextual Workspace. We think this would be helpful to create more specific workspaces for our agents.
 

What problem do you see this solving? 

Custom Fields

Our ticket forms use custom fields for our products and customer issue types.  It would be useful to use these as conditions to create specific contextual workspaces for our agents.  For example, we might want to create a workspace that relates to a refund request (issue custom field) for a specific product (product custom field). 

Intelligent Triage Predictions
As far as Intelligent Triage predictions, we thought it could be useful to be able to create workspaces that are based on Intent and Sentiment predictions. 
 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business?  

We have not implemented Contextual Workspaces yet.  We are in the process of evaluating how to implement this feature to meet our specific needs and understand any limitations.
 

Are you currently using a workaround to solve this problem? 

N/A
 

What would be your ideal solution to this problem? How would it work or function? 

We would like the option to use our Custom Fields and Intelligent Triage predictions as conditions when creating a Contextual Workspace. 

 

2024년 5월 06일에 게시됨 · Kate Ives

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커뮤니티 댓글 Feedback - Help Center (Guide)

Our site is also experiencing this issue, our Favicon is no longer showing in Google search results. Shocked that there is not a solution yet?

댓글 보기 · 2024년 2월 29일에 게시됨 · Kate Ives

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댓글Working with articles in the knowledge base

Do content blocks not support the element? I keep trying to add one and it gets turned into a

element. If not, please add support for this as it can be helpful for custom CSS.

댓글 보기 · 2023년 6월 16일에 게시됨 · Kate Ives

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