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Erin from Newton's Avatar

Erin from Newton

Entrou em 14 de dez. de 2023

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Última atividade em 29 de mai. de 2024

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Atividade mais recente por Erin from Newton

Erin from Newton comentou,

ComentárioTicket basics

Why are phonecall tickets not included in this workspace/dashboard? How is this useful for a customer service team if the agent can't see phonecall tickets in their queue? (i.e. callbacks, voicemails that need returned, etc.)

Exibir comentário · Publicado 29 de mai. de 2024 · Erin from Newton

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Erin from Newton comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Barry Neary

Any updates on this one? Much like the OP, omnichannel routing and its features is fairly useless to our team structure without the ability to customize based on groups.

Exibir comentário · Publicado 11 de jan. de 2024 · Erin from Newton

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Erin from Newton criou uma publicação,

Publicação Q&A - Objects, workspaces, and rules

I am attempting to set up omnichannel routing ahead of implementing skill-based routing for our team. I continue to run into an error preventing this. A screenshot of the error is HERE, and a screenshot of the current tag set up is HERE.

It looks like the platform thinks we still have chat live, although this was deactivated and we migrated to Messaging quite awhile ago. I've dug through every resources I can find to ensure chat is fully desctivated.

I have followed every instruction and troubleshooting guideline I can find within Zendesk resources and have hit a brick wall. I have also reached out to Zendesk help multiple times with no response. This is becoming a significant issue, as we need skill-based routing to be implemented and working well before year-end. 

Does anyone have any ideas??

Publicado 22 de dez. de 2023 · Erin from Newton

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