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Ирина Курда's Avatar

Ирина Курда

Entrou em 20 de jun. de 2022

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Última atividade em 20 de mar. de 2024

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Atividade mais recente por Ирина Курда

Ирина Курда comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Totally agree with Slava Skorbezh. During the incident the agent has to do a lot of routine manual work, and this increases the time of ticket processing.
I am very disappointed to hear from you that such a improvement is not in the plans for this year

Exibir comentário · Publicado 20 de mar. de 2024 · Ирина Курда

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Ирина Курда comentou,

Comentário na comunidade Feedback - Chat and Messaging (Chat)

I agree with Maxim
Right now we can't use all the features of Flow Builder and Answer Bot, and we would like to help customers even more

Exibir comentário · Publicado 16 de mar. de 2023 · Ирина Курда

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Ирина Курда comentou,

ComentárioRouting

Hi Barry Neary
Tried the option for the inactive ticket yesterday. Unfortunately, it didn't work for us, because the setting was triggered whenever the ticket was updated. In our case: after creating a ticket, the client's information is added to it and the redirection setting was triggered in just a few seconds

Exibir comentário · Publicado 22 de nov. de 2022 · Ирина Курда

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Ирина Курда comentou,

ComentárioRouting

Thank you so much.
We will try this way of working

Exibir comentário · Publicado 21 de nov. de 2022 · Ирина Курда

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Ирина Курда comentou,

ComentárioRouting

Thanks Barry Neary

We will try to use your option today. But there is one question: we put that the ticket has been updated, but if the client does not write anything, it will not be considered that the ticket has been updated?

Exibir comentário · Publicado 21 de nov. de 2022 · Ирина Курда

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Ирина Курда comentou,

ComentárioRouting

Barry Neary

Thanks
We will try this way of working
No timeline for when it will be possible to manage active and inactive tickets?

Exibir comentário · Publicado 10 de nov. de 2022 · Ирина Курда

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Ирина Курда comentou,

ComentárioRouting

Barry Neary

Yes, these tickets are from the messaging channels

Exibir comentário · Publicado 09 de nov. de 2022 · Ирина Курда

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Ирина Курда comentou,

ComentárioRouting

Hi Barry Neary

We've been using this feature for over a week now and have run into a problem we can't solve ourselves. 
Some tickets are being routed to another group of agents. These tickets are not taken by agents right away, but after enabling omnichannel routing all these tickets started to be automatically assigned to agents. Is there any way to fix this?

Exibir comentário · Publicado 09 de nov. de 2022 · Ирина Курда

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Ирина Курда comentou,

ComentárioRouting

I want to support the previous comment. Information about not accepted chats is very necessary thing. Now there is no understanding why one ticket is not assigned for 2 minutes, and the other is assigned in a couple of seconds

Exibir comentário · Publicado 03 de nov. de 2022 · Ирина Курда

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Ирина Курда comentou,

ComentárioTeam members and groups

Can you tell me if in the existing report on the status of agents we can see the status of "Transfer Only"?

Exibir comentário · Publicado 27 de out. de 2022 · Ирина Курда

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