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Shu Anne Tio

Entrou em 02 de dez. de 2022

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Última atividade em 23 de nov. de 2023

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Shu Anne Tio comentou,

Comentário na comunidade Feedback - Reporting and analytics (Explore)

Agreed!

example:

we have 2 custom Pending statuses

  • waiting for reply (require details before proceeding with ticket)
  • waiting for approval (confirming if the solution satisfies what was requested)

and different custom On Hold statuses (depending on which department Agents need support from)

knowing how long a ticket spends in each (custom) status will help us determine where the bottleneck is

 

Exibir comentário · Publicado 14 de fev. de 2023 · Shu Anne Tio

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Shu Anne Tio comentou,

ComentárioTicket customization

hi Dane Thanks for the reply. I'm not able to access that link. Possible to share more info here?

Exibir comentário · Publicado 03 de fev. de 2023 · Shu Anne Tio

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Shu Anne Tio comentou,

ComentárioTicket customization

hi, after activating custom statuses we are no longer able to see if a ticket is Closed.

All solved tickets are shown as Solved, regardless if the ticket can be reopened or not.

Is there a way around this?

*we do not want our agents to be able to select the status as Closed, but we want to be able to see if a ticket can still be reopened

Exibir comentário · Publicado 02 de fev. de 2023 · Shu Anne Tio

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Shu Anne Tio comentou,

Comentário na comunidade Feedback - Help Center (Guide)

Hiii since this was a year ago - are there any updates?

Exibir comentário · Publicado 13 de dez. de 2022 · Shu Anne Tio

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Shu Anne Tio comentou,

ComentárioAdditional ticket channels

we tried to transfer the chat to another online agent.

there was no option to assign the chat to the other agent even though both were online.

Exibir comentário · Publicado 02 de dez. de 2022 · Shu Anne Tio

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