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Sean Morrissey

Entrou em 16 de abr. de 2021

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Última atividade em 05 de nov. de 2024

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Sean Morrissey comentou,

Comentário na comunidade Q&A - Talk and text

This would be a great feature

Exibir comentário · Publicado 05 de nov. de 2024 · Sean Morrissey

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Sean Morrissey criou uma publicação,

Publicação Feedback - Ticketing system (Support)

With the new interface, I see the loss of functionality to move to the next ticket. Perhaps this is due to the fact that that feature was specific to the view. I don't like having to go back to the home screen each time. I would like to see the functionality to move to the next ticket and come back with this enhancement.

 

Publicado 02 de jul. de 2024 · Sean Morrissey

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Sean Morrissey comentou,

ComentárioTicket basics

With the new interface, I see the loss of functionality to move to the next ticket. Perhaps this is due to the fact that that feature was specific to the view. I don't like having to go back to the home screen each time. I would like to see the functionality to move to the next ticket and come back with this enhancement.

Exibir comentário · Publicado 01 de jul. de 2024 · Sean Morrissey

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Sean Morrissey comentou,

ComentárioSetting Guide roles and permissions

In our enviroment, the requesters organization is equal to a user segment. The issue we have is an agent has access to all user segments. So when my agents use the knowledge base they get articles across all user segments. I would like for them to only see articles for the user segment based on the requestors organization/user segement. I was told if I was on enterprise I could create custom context panels. I do not think this is viable to one upgrade to enterprise or second create 100s of context panels. Any thoughts/suggestions

Exibir comentário · Publicado 18 de jun. de 2024 · Sean Morrissey

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Sean Morrissey comentou,

Comentário[ARCHIVE] Documentation

Is there a placeholder for autoreply label?

I need to restrict articles by label. In our config a customer is the organization. In guide we have a label for each organization. So I want to restrict articles on utoreply based on the requesters organization. I do not want to setup hundreds of triggers (one for each organization)

 

Is there a script such as {autoreply.label} ={orangization_name}

Exibir comentário · Publicado 05 de jun. de 2024 · Sean Morrissey

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Sean Morrissey comentou,

ComentárioAI agents and automation best practices

I need to restrict articles based on the label.

I my enviroment each organization is equal to the user segment in guide.

So I need to restrict the article suggestions based on the user segment. Today a requester gets article suggestions across alluser segments. I do use labels to identify the organization name. Is there a way to add logic in “configure and test” to populate the label with the organization tag in the label?

Exibir comentário · Editado 05 de jun. de 2024 · Sean Morrissey

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Sean Morrissey comentou,

ComentárioTicket automation and collaboration

Tetiana Gron while i appreciate the suggestion, it does not seem practical. I have 90 cclients so that would required 90 filtered vviews. Additionally, it requires an upgrade to enterprise.

Exibir comentário · Publicado 06 de mai. de 2024 · Sean Morrissey

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Sean Morrissey comentou,

ComentárioTicket automation and collaboration

I would like to see the ability to filter KB results in the search based on the requester 's organization. In our world, we use user segments for our KB articles which are based on a requesters organization (each client). However, an agent has access to all organizations, so they see all KB articles in the search result. 

Exibir comentário · Publicado 23 de abr. de 2024 · Sean Morrissey

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Sean Morrissey comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

I have a color blind employee and they are unable to see internal comments with the blue hue. When they hover over the internal comment the shade goes darker and they can see the comment with the darker hue. So we need an accessibility option to change the color hues on this new feature.

Exibir comentário · Publicado 03 de abr. de 2024 · Sean Morrissey

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Sean Morrissey comentou,

ComentárioTicket basics

We have an issue with the new agent workspace interface. We have an employee who is colorblind and the blue shadowing on the internal comments prevents them from seeing the comment clearly. Can an accessibility option be added to remove the background color. In speaking with my employee if the hue was a bit darker they could see it better.

Exibir comentário · Publicado 03 de abr. de 2024 · Sean Morrissey

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