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Mistyamber Reynolds
Entrou em 16 de abr. de 2021
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Última atividade em 08 de set. de 2023
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Atividade mais recente por Mistyamber Reynolds
Mistyamber Reynolds comentou,
Other than setting a custom layout as the default, how do we apply them? I'm not seeing that in documentation. I can't set a layout at the group, view, or trigger level so how do I use it?
Exibir comentário · Publicado 12 de mai. de 2023 · Mistyamber Reynolds
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Mistyamber Reynolds comentou,
I'd like to request that "Escalation" be added to the system default field "Type". This way we can track customer escalations effectively. It would be nice if it functioned in the same way a Problem ticket functions.
Exibir comentário · Publicado 14 de abr. de 2023 · Mistyamber Reynolds
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Mistyamber Reynolds comentou,
Volkan Akdugan amazing! Thank you!
Exibir comentário · Publicado 11 de abr. de 2023 · Mistyamber Reynolds
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Mistyamber Reynolds criou uma publicação,
I am not seeing a way to set agent status based on schedule. When I first started configuring Omnichannel routing, all agents were set as Available even though many work different shifts. It would be great if we could apply a schedule to an agent's profile so that we can ensure tickets do not get assigned to them off schedule (unless the agent manually updates their status).
Publicado 10 de abr. de 2023 · Mistyamber Reynolds
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Mistyamber Reynolds comentou,
We would love to use Zendesk CSAT, however, the limitations of the rating scale prevent us from using it. Having Good or Bad as the only options does not give us the level of detail we need. I would love to see a five point scale and be able to customize when the survey goes out so I can use Zendesk for all our needs.
Exibir comentário · Publicado 14 de mar. de 2023 · Mistyamber Reynolds
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Mistyamber Reynolds comentou,
Is it possible to get on an email list for ZD updates?
Exibir comentário · Publicado 02 de dez. de 2022 · Mistyamber Reynolds
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Mistyamber Reynolds criou uma publicação,
The new customer profile page has slowed down my agents. Previously, we could quickly see our custom customer fields in the side bar. Now we have to click to a new tab and scroll far down the page to see those fields. I would like the ability to surface those custom fields in the Key Details section and in the customer context side panel in the ticket view. See screenshots for reference.
Publicado 13 de out. de 2022 · Mistyamber Reynolds
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Mistyamber Reynolds comentou,
@.... Nope. I still cannot see time spent by agent rather than by case.
Exibir comentário · Publicado 19 de out. de 2021 · Mistyamber Reynolds
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Mistyamber Reynolds comentou,
I would like to have a trigger add a private comment on a ticket when a closed side conversation is replied to. I also cannot find a way to reopen a side conversation if it is replied to via triggers. We need this functionality.
Exibir comentário · Publicado 15 de jun. de 2021 · Mistyamber Reynolds
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Mistyamber Reynolds comentou,
I would like to add my vote for this feature. I keep seeing our internal employees get added to the suspended user list. This makes their emails to our support team go to the suspended box. I am not finding a way to quickly download the suspended user list so I can audit it. This is frustrating.
Exibir comentário · Publicado 22 de set. de 2020 · Mistyamber Reynolds
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