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Rico Pagliuca

Entrou em 28 de mai. de 2021

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Última atividade em 08 de set. de 2023

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Rico Pagliuca comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

This would be enormously helpful. Side Conversations are critical for many ticket flows and often lead to an unintentional drop in response times due to the lack of notification options.

Defaulting to bcc the agent creating the side conversation is something we'd absolutely love to have.

Exibir comentário · Publicado 08 de set. de 2023 · Rico Pagliuca

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Rico Pagliuca comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Big time +1 to this. The org features in ZD are not well suited to internal management structures where, in our case, store level and GM users submit tickets that Area Managers want to be able to comment on. But Area Managers submit tickets we should never let lower levels see details on. 

Exibir comentário · Publicado 24 de ago. de 2022 · Rico Pagliuca

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Rico Pagliuca comentou,

ComentárioWorking with leads and contacts

It would be so wonderful is Support had this structure. Subordinate organizations [and associated user rights] would be massively beneficial to support. It's a frustrating product gap. 

Exibir comentário · Publicado 30 de mar. de 2022 · Rico Pagliuca

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Rico Pagliuca comentou,

ComentárioHow to solve issues with the email channel

We have an instance where we have an external support provider that sends us ticket notifications [via ConnectWise, I believe] which always come with the subject:

Ticket#XXXXX/Location/Issue

Each time their ticketing system generates a response [whether to us or another third party or to their own office] it creates a new ticket.

How can I have a trigger based on subject to check if the Ticket#XXXXX exists and thread into that if so?

Exibir comentário · Publicado 17 de ago. de 2021 · Rico Pagliuca

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