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Derek Feswick

Entrou em 13 de mai. de 2021

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Última atividade em 19 de mai. de 2023

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Atividade mais recente por Derek Feswick

Derek Feswick comentou,

ComentárioTeam members and groups

It appears that if a person belongs to our US group and receives a chat, they are not able to transfer it to a member of another group (say, the Canadian Group) - the chat is cut off and the interaction comes to a close. Is this the expected behaviour? Can we not hand off chats between groups?

 

Exibir comentário · Publicado 19 de mai. de 2023 · Derek Feswick

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Derek Feswick comentou,

ComentárioAdditional ticket channels

Appreciate the reply - I did figure it out eventually :) ...created a new group for Chats and now we're able to transfer without ending the conversation. Thanks!

Exibir comentário · Publicado 03 de abr. de 2023 · Derek Feswick

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Derek Feswick comentou,

ComentárioAdditional ticket channels

transferring the chat to another agent seems to close the chat for both parties - def not ideal. What's the workaround or solution for this please?

Exibir comentário · Publicado 30 de mar. de 2023 · Derek Feswick

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Derek Feswick comentou,

ComentárioTicket basics

All of the shortcuts we'd previously added don't appear to be available... do we need to recreate them all as Macros? Was handy to simply start typing and have suggested shortcuts pre-populate- has this disappeared?

Exibir comentário · Publicado 24 de mar. de 2023 · Derek Feswick

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Derek Feswick comentou,

ComentárioBusiness rules

We have schedules set up in ZD but still have to manually open and close our phone lines... is there a way to automatically have the 'our office is closed' messaging turned on in IVR according to this schedule? Thanks. Derek

Exibir comentário · Publicado 07 de abr. de 2022 · Derek Feswick

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Derek Feswick comentou,

ComentárioSetting up and using Text

We've successfully set this up and have sent some test texts - working properly, however the ticket then disappears and is not visible anywhere - not in 'recently updated', 'recently solved', etc.

Is there a way to fix this so there's a record that we sent the text? Thanks

Exibir comentário · Publicado 28 de abr. de 2021 · Derek Feswick

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