Andy Hidalgo

We need a feature that allows admins to set up triggers for adding internal comments to tickets. This will primarily benefit our support team by enhancing the communication and management of ticket updates.

Problem Being Solved:

Currently, adding internal comments via triggers is cumbersome and requires API use. This feature would streamline the process, making it easier and more efficient for our support team to manage tickets.

Impact of Lack of Functionality:

Without this functionality, our team faces challenges in efficiently updating ticket information. This issue frequently leads to delays and impacts our overall customer service quality.

Current Workaround:

Our current workaround involves using APIs to add internal comments, which is not as efficient and requires technical expertise.

Ideal Solution:

The ideal solution is a built-in feature that allows admins to easily configure triggers for adding internal comments to tickets. This would improve workflow efficiency and make the ticket management process more seamless.

I'd like to suggest extending the availability of this feature to clients who don't use the Advanced AI add-on. Given its fundamental nature and broad applicability, this feature could offer significant value to many clients

Hi JR Lausin , thanks for the clear response to Izabella Hammar. Could we make the feature available to clients without the Advanced AI add-on? It seems like a valuable, non-AI-specific and basic function that would be beneficial for a lot of us. Thanks

+1

Thanks for the article!

There is a metric that shows in the Tymeshift documentation, "The Unassigned Unattended" that's not showing in this article nor in Tymeshift metrics. Would it be possible to enable? Or is it possible to measure something similar from the available metrics?

The Unassigned Unattended Metric is useful to help agents that may be cherry picking unassigned tickets. I.e., browsing through views, opening a ticket and looking at it but taking no actual action such as submitting a comment, assigning the ticket, or changing the status. 

Thank you

theirselves** 🙏🏼

Hi Jupete Manitas One additional question, please! We are thinking to implement the placeholders to offer the option to change satisfaction score. However, we noticed that if an agent copies the satisfaction link in incognito window, they can rate thereselves. Is there a way to avoid this/track if it happens? This problem is holding us.

Thank you

Thank you so much for your swift reply! 🤩

Hi,

We would like to track the number of people who turn their bad score into a good score, as we want to measure the impact of offering the option. Is there a way to do so? Number of customers who changed there scores from bad to good (and vice versa).

Thank you