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Adrian Bishop

Entrou em 15 de abr. de 2021

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Última atividade em 02 de ago. de 2022

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Atividade mais recente por Adrian Bishop

Adrian Bishop comentou,

ComentárioTicket automation and collaboration

Hi,

This: -

 

Note: Follow-up tickets are not created if a side conversation within a child ticket is updated while the parent ticket is closed. For more information about the parent-child relationship of tickets, see About side conversation child tickets.

 

 

Is causing us a real problem, why does this not work???

Side conversation tickets are being responded to when the main ticket is closed but those replies are going nowhere. This is really poor, is there an alternative solution to this?

Exibir comentário · Publicado 02 de ago. de 2022 · Adrian Bishop

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Adrian Bishop comentou,

ComentárioTicket editor, assignee, and requestor

Thanks for writing this article, we set this to agent view only to remove it from the submit a request form, we didn't expect this result.

Is this a bug? If not then the assumed feature seems ridiculous.

Exibir comentário · Publicado 29 de jul. de 2022 · Adrian Bishop

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Adrian Bishop comentou,

Comentário na comunidade Feedback - Voice (Talk)

Looking forward to being able to report on agent availability in talk, this is a much needed KPI in our business.

Exibir comentário · Publicado 07 de jul. de 2022 · Adrian Bishop

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Adrian Bishop comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Amisha Sharma

Hello. It seems to have improved but only in terms of reliability, you still can't distinguish between the sub lines and the main heading.



Exibir comentário · Publicado 23 de mai. de 2022 · Adrian Bishop

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Adrian Bishop comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

+1 to this idea!

The user data app is cumbersome, native functionality should capture when a user has multiple unsolved tickets.

Exibir comentário · Publicado 24 de mar. de 2022 · Adrian Bishop

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Adrian Bishop comentou,

ComentárioAdditional ticket channels

Why can't we consult when transferring to a group?

1. We like to consult, it is polite and good etiquette.

2. If they don't answer, call may be abandoned when we could potentially try someone else.

This is poor functionality. 

Exibir comentário · Publicado 22 de fev. de 2022 · Adrian Bishop

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Adrian Bishop comentou,

ComentárioTicket basics

Hi, we use support and talk mostly, one of the issues we have is when a customer calls us about an existing ticket, it always creates a new ticket which we then merge into the existing one, this is very messy. Could agent workspace improve this functionality?

Exibir comentário · Publicado 04 de fev. de 2022 · Adrian Bishop

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Adrian Bishop comentou,

Comentário na comunidade Feedback - Voice (Talk)

I would like to see this in Explore so we can set targets for agent availability against missed calls/declined calls etc.

Exibir comentário · Publicado 24 de jan. de 2022 · Adrian Bishop

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Adrian Bishop comentou,

ComentárioCall routing, greetings, IVR, and recordings

How does this work on the 'transfer only' status? If agents are 'transfers only' does this cause the same problem as 'away' status.

 

Exibir comentário · Publicado 21 de jan. de 2022 · Adrian Bishop

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Adrian Bishop criou uma publicação,

Publicação Feedback - Ticketing system (Support)

Hi,

It would be really useful to report on side conversation usage, e.g. who is regularly being contacted on side conversation tickets/emails.

Currently there is nothing available so any data would be a start

Publicado 21 de jan. de 2022 · Adrian Bishop

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