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Kate Ives

Entrou em 14 de jun. de 2023

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Última atividade em 30 de out. de 2024

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Kate Ives comentou,

ComentárioMeasuring success

In the new CSAT experience, if a ticket is Closed, it looks like the survey URL link still opens to the survey page, but if the user tries to change the feedback, it does not update the ticket. is it expected that the survey link still works on closed tickets?

 

Exibir comentário · Publicado 29 de out. de 2024 · Kate Ives

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Kate Ives criou uma publicação,

Publicação Feedback - Ticketing system (Support)

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. 


We would like to request that our Custom Fields and Intelligent Triage predictions be added as condition options when creating a Contextual Workspace. We think this would be helpful to create more specific workspaces for our agents.
 

What problem do you see this solving? 

Custom Fields

Our ticket forms use custom fields for our products and customer issue types.  It would be useful to use these as conditions to create specific contextual workspaces for our agents.  For example, we might want to create a workspace that relates to a refund request (issue custom field) for a specific product (product custom field). 

Intelligent Triage Predictions
As far as Intelligent Triage predictions, we thought it could be useful to be able to create workspaces that are based on Intent and Sentiment predictions. 
 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business?  

We have not implemented Contextual Workspaces yet.  We are in the process of evaluating how to implement this feature to meet our specific needs and understand any limitations.
 

Are you currently using a workaround to solve this problem? 

N/A
 

What would be your ideal solution to this problem? How would it work or function? 

We would like the option to use our Custom Fields and Intelligent Triage predictions as conditions when creating a Contextual Workspace. 

 

Publicado 06 de mai. de 2024 · Kate Ives

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Kate Ives comentou,

Comentário na comunidade Feedback - Help Center (Guide)

Our site is also experiencing this issue, our Favicon is no longer showing in Google search results. Shocked that there is not a solution yet?

Exibir comentário · Publicado 29 de fev. de 2024 · Kate Ives

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Kate Ives comentou,

ComentárioWorking with articles in the knowledge base

Do content blocks not support the element? I keep trying to add one and it gets turned into a

element. If not, please add support for this as it can be helpful for custom CSS.

Exibir comentário · Publicado 16 de jun. de 2023 · Kate Ives

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