Pesquisas recentes


Sem pesquisas recentes

Beth's Avatar

Beth

Entrou em 19 de ago. de 2022

·

Última atividade em 12 de fev. de 2025

Seguindo

0

Seguidores

0

Atividade total

9

Votos

0

Assinaturas

3

VISÃO GERAL DA ATIVIDADE

Atividade mais recente por Beth

Beth comentou,

ComentárioService Level Agreements (SLA), macros, and CSAT

Hi! Is there a way to trigger the SLA only when a ticket is assigned to an agent? Currently, the SLA starts as soon as the ticket is created based on the ticket priority, but for better efficiency and time management (for us), I’d like to know if it can be triggered only when an assignee is added.

 

Exibir comentário · Publicado 12 de fev. de 2025 · Beth

0

Seguidores

0

Votos

0

Comentários


Beth comentou,

ComentárioMeasuring success

Hi Team,

I am wondering why tickets from our web form and web widget comes in without an SLA and Group. 

All suggestions on how we can fix this is very much appreciated!

Regards,
Maribeth

Exibir comentário · Publicado 14 de dez. de 2023 · Beth

0

Seguidores

1

Votos

0

Comentários


Beth comentou,

ComentárioMeasuring success

Hi Heather,

Only one agent user sees the SLA differently. Everyone sees the same ticket with 3h SLA, but this agent sees is at -12h in red. We fixed it temporarily by letting her log out and log in again, but the fix will only be for a few minutes. Help please!

Thanks!

Exibir comentário · Publicado 28 de mar. de 2023 · Beth

0

Seguidores

0

Votos

0

Comentários


Beth comentou,

ComentárioMeasuring success

Hi,

What would cause an SLA to have a negative SLA from another Agent User's view even though the ticket hasn't been breached yet? We have an issue with only one Agent User where she sees all SLAs in negative red. For example, one ticket has 3h left for the SLA, but she sees is as -12h. 

Thanks for your help in advance!

— Maribeth

Exibir comentário · Publicado 27 de mar. de 2023 · Beth

0

Seguidores

0

Votos

0

Comentários


Beth comentou,

ComentárioTicket management

Hi Audrey Ann Cipriano
Thanks for your answer, but we have tried doing that so many times already but it never worked. 

Exibir comentário · Publicado 23 de ago. de 2022 · Beth

0

Seguidores

0

Votos

0

Comentários


Beth comentou,

ComentárioTicket management

I am wondering how to add/activate the SLA based on the ticket priority whenever a ticket is recovered manually from the Suspended bucket. Is that even possible? Thanks!

Exibir comentário · Publicado 19 de ago. de 2022 · Beth

0

Seguidores

0

Votos

0

Comentários