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Stephanie Sweet

Entrou em 13 de mai. de 2021

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Última atividade em 20 de jan. de 2025

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Stephanie Sweet comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

The team being able to quickly and easily see their ratings from the Dashboard is actually amazingly good for morale, since it gives a little boost every time they see a new good rating. 

Exibir comentário · Publicado 07 de nov. de 2024 · Stephanie Sweet

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Stephanie Sweet comentou,

ComentárioPerforming calculations

I am trying to forecast by quarter for staffing needs. When I try, I am only getting forecasted results for Q4. I am not sure what I am missing, I have tried different options for the values to predict and the number of values per cycle & I always get either only 2024 Q4 or Q4 for the next 4 years. 

Exibir comentário · Publicado 05 de abr. de 2024 · Stephanie Sweet

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Stephanie Sweet criou uma publicação,

Publicação Feedback - Ticketing system (Support)

Feature Request Summary: 

Macros should include the ability to link to Problems. It would be helpful as a field you can select when creating the macro itself and even limited to "open" problems. 

Description/Use Cases: 

Macros linking to open problems would help minimize agent error when selecting between similar problems or missing the field all together when reporting an incident. 

Business impact of limitation or missing feature:

By not having this, right now the act of linking incidents to problems can be easy for newer staff (or seasonal agents) to miss this vital step. It decreases the customer experience since they may not be notified immediately when something is resolved. 

Other necessary information or resources:

It would save a lot of time, especially for management as we sometimes have to go "searching" for unlinked incidents. 

Publicado 29 de nov. de 2021 · Stephanie Sweet

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Stephanie Sweet comentou,

ComentárioTicket automation and collaboration

Are there any plans to add the ability to link incidents to Problems with macros in the future? 

Exibir comentário · Publicado 24 de nov. de 2021 · Stephanie Sweet

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