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Michael Penland

Entrou em 15 de abr. de 2021

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Última atividade em 24 de mai. de 2023

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Michael Penland comentou,

ComentárioTicket basics

That’s Smart Tim! 😃

Exibir comentário · Publicado 24 de mai. de 2023 · Michael Penland

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Michael Penland comentou,

ComentárioTicket basics

Thanks! Now we need one-click switch between private/public instead of the drop-down. Draft mode is a good addition and adds the right friction compared to what the drop-down was designed for. Now the drop-down is just annoying. Is there a feedback forum topic on that yet? Thanks!!

Exibir comentário · Publicado 23 de mai. de 2023 · Michael Penland

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Michael Penland comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

I agree with this but it is a design limitation defect and not a feature request.  This was a basic workflow functionality of classic workspace and now it's super inefficient.  Not only to agents have to copy/paste stuff across but they can also get private note drafts stuck in there and see save errors.  Thanks.

Exibir comentário · Publicado 25 de jul. de 2022 · Michael Penland

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Michael Penland comentou,

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Michael Penland comentou,

Comentário na comunidade Feedback - Apps and integrations (Platform)

This is all well and good for one to one proactive tickets with limited dimensions.

We want to notify specified contacts under organizations that meet various criteria.
- one main requester and others are CC’d on one ticket. Assume all contacts have “notification list” tag.
- tickets are created only when the organization has tags X and Y and Z.

Today we get individual tickets are user and have to segment based on contact tags not organization tag criteria.

Thanks!

Exibir comentário · Publicado 30 de nov. de 2020 · Michael Penland

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Michael Penland comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Agree on @ mention tags for Slack in side conversations.  It technically kind of works if you have a simple call-out name but there isn't an auto populated picker.  For example @penland works in our organization.

Exibir comentário · Publicado 18 de nov. de 2020 · Michael Penland

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Michael Penland comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

+1 Segmenting channels and topics is needed, at least for sending public responses.  Primary use case is we don't want all of our agents to have the ability to send out public tweets.  Thanks.

Exibir comentário · Publicado 09 de set. de 2020 · Michael Penland

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Michael Penland comentou,

Comentário na comunidade Feedback - Voice (Talk)

Patrik - I personally wouldn't want it either, but agents ask for it to improve their experience.  It's more efficient for them than hunting for the answer button every time a call comes in.  

Exibir comentário · Publicado 31 de ago. de 2020 · Michael Penland

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Michael Penland comentou,

Comentário na comunidade Feedback - Voice (Talk)

Ditto on this request. Thanks.

Exibir comentário · Publicado 28 de ago. de 2020 · Michael Penland

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Michael Penland comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Agree. Nice to have feature that Desk.com supported 10 years ago.

Exibir comentário · Publicado 03 de mar. de 2020 · Michael Penland

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