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Crystal Shepherd

Entrou em 28 de jun. de 2022

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Última atividade em 26 de set. de 2024

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Atividade mais recente por Crystal Shepherd

Crystal Shepherd comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

I agree with Monica and many others above. We need the play mode feature view based, not role based to allow for more efficiency and flexibility with our agents. At times it hinders productivity instead of helping.

Exibir comentário · Publicado 12 de jan. de 2023 · Crystal Shepherd

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Crystal Shepherd comentou,

Comentário na comunidade Feedback - Reporting and analytics (Explore)

I agree. We hold teams accountable to updating customers and to have a report that shows time since last update in business hours/days instead of calendar allows us to report correctly on agent updates and escalate as needed.

I know there is a workaround to create an automation if a ticket goes so many hours without an update from the agent and create a tag and report on the tag, but a metric in reports would be so much easier and would allow us to see the full picture.

Exibir comentário · Publicado 29 de dez. de 2022 · Crystal Shepherd

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Crystal Shepherd comentou,

Comentário na comunidade Feedback - Chat and Messaging (Chat)

Thank you for the update, hope to have a release date announced early 2023. I'll agree with everyone here that this is a much needed feature. Using chat in Zendesk support is always such a great experience, it is a little frustrating that we can have the same tools.

I'm working to implement messenger now and testing is a bit rough since it all seems like one big long ticket.

Exibir comentário · Publicado 07 de dez. de 2022 · Crystal Shepherd

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Crystal Shepherd comentou,

Comentário na comunidade Feedback - Reporting and analytics (Explore)

Agreed, not being able to report the date since the last update the same way you would report on days since created is a much-needed feature.

Exibir comentário · Publicado 19 de out. de 2022 · Crystal Shepherd

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Crystal Shepherd comentou,

Comentário na comunidade Feedback - Admin Center

Totally agree!

I need to add a couple of groups to multiple macros, and I have to manually go into each macro and search for each group I want to add to each macro. Very time-consuming.

Exibir comentário · Publicado 04 de out. de 2022 · Crystal Shepherd

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Crystal Shepherd criou uma publicação,

Publicação Feedback - Admin Center

I like the new team member page, and I've used it often, however....

Now that the new team members page is replacing the old, you can't change people's groups or profiles unless you open 3 different tabs and 5 clicks just to access an agents profile as an admin. Additional tab to get to the admin center, then click on Team Members, then to click on the person, then to click Mange in support, which opens another tab and now you can update the groups/info for an agent.

I have a group of users to update, but their default group will have to be changed. This is a lot of clicks and time for small changes.

Publicado 10 de ago. de 2022 · Crystal Shepherd

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