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Fernando Duarte

Entrou em 15 de abr. de 2021

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Última atividade em 27 de dez. de 2023

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Fernando Duarte comentou,

ComentárioViewing and using dashboards

I agree 100% with Heather Rommel!

The idea of a a real time dashboard is to show what they are actually doing

Exibir comentário · Publicado 22 de jul. de 2022 · Fernando Duarte

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Fernando Duarte comentou,

ComentárioUsing AI agents for email and web form

I am hoping someone has an insight on how to change the behavior of the answer bot as the experience is frustrating for some customers, 
In their own words:

it appears to be sent me a help article and when I open it, a pop-up asking me if it answers my question, which I don’t know yet because I didn’t read it. If I click yes it says it will close my ticket, which I don’t want. If I click no, then it asks me why and I don’t know yet, again, because I haven’t read it yet. It blocks the article so it’s difficult to read, and if I click the X then it just goes back to the first question.

Exibir comentário · Publicado 09 de fev. de 2022 · Fernando Duarte

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Fernando Duarte comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

The Jira Integration does not support Organization fields to sync.

We need to be able to pass the organization value to the linked Jira.  The only workaround here is to create an individual trigger for each Organization to populate a custom ticket field.

Just imagine the load on the system as we continue to add a trigger per organization

 

Exibir comentário · Publicado 11 de mar. de 2021 · Fernando Duarte

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Fernando Duarte criou uma publicação,

Publicação Q&A - Objects, workspaces, and rules

We present a field called Severity to our customers in or ticket form which is used to set the initial priority in a ticket.

I want to change the hint for that field to display the definition of each severity as it is selected, like:

"Urgent: System is down or unavailable (Critical Production issue affecting all users)"

Publicado 21 de fev. de 2021 · Fernando Duarte

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