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Suzanne James
가입한 날짜: 2024년 2월 20일
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마지막 활동: 2024년 12월 17일
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님의 최근 활동 Suzanne James
Suzanne James님이 에 게시물을 만듦
Is it possible to create a report in table format showing the following:
- Ticket ID
- Created time
- Assigned time
- Assignee name
- Agent first reply time
- Customer follow-up reply time
- Agent next reply time
With new customer follow-up and agent reply times added for as many responses that have been posted on the ticket.
Once I have this, I can create custom calculations to show the amount of time between each update.
This is incredibly helpful for agent QA, especially new employees to show how they're progressing on speed and efficiency.
2024년 12월 17일에 게시됨 · Suzanne James
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When I am @ mentioned in a ticket reply, I have it configured to post in a slack channel and have added the keyword "Suzanne" to my slack settings. Is it possible to set it up to ping me in Slack?
I've tried formatting the JSON message to say:
"fallback":"@Suzanne You've been mentioned on a ticket",
"pretext":"@Suzanne You've been mentioned on a ticket",
@Suzanne is my Slack name.
But the notification only shows in my slack Activity feed.
Thanks!
댓글 보기 · 2024년 2월 20일에 게시됨 · Suzanne James
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