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Daniel

Entrou em 17 de ago. de 2022

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Última atividade em 25 de jan. de 2023

Customer Service professional since 1999, ex government worker. Part time musician

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Daniel comentou,

ComentárioTicket customization

Colleen Hall can you provide an example of a report that shows custom statuses? the link you sent hasn't helped me unfortunately 

Exibir comentário · Publicado 25 de jan. de 2023 · Daniel

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Daniel criou uma publicação,

Publicação Feedback - Voice (Talk)

It would be really helpful for us to have a widget that we can put on our company website that notifies users when a support agent is available to chat or take a call

Publicado 13 de set. de 2022 · Daniel

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Daniel comentou,

Comentário na comunidade Feedback - Chat and Messaging (Chat)

Just to update this, I've noticed we have a trigger to request CSAT when a Messaging chat is set to solved (I don't remember setting this up myself so must be out of the box?). The only real difference is that the trigger fires as soon as we set to solve rather than when an agent sends a request. I'd argue this is actually fairer as agents choosing when to ask for feedback (more importantly when not to) could give a less than true result.

The trigger is very simple

Conditions:

Status >Changed to>Solved

Channel>Is>Messaging 

Actions:

Request messaging rating>(requester)

 

What I can't say for sure if "messaging rating" is the same survey as {{satisfaction.rating_section}} which is sent via automations after a support ticket is solved. Currently there's no "messaging" dashboard like the old Chat one to compare, only a filter for messaging as a channel on the Support dashboard.

Are there any articles that explain this in detail?

Exibir comentário · Publicado 18 de ago. de 2022 · Daniel

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Daniel comentou,

Comentário na comunidade Feedback - Chat and Messaging (Chat)

This is an issue for me now that I've taken on Messaging. Is the only way to get CSAT score through the ticket associated with the chat?

Exibir comentário · Publicado 17 de ago. de 2022 · Daniel

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