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Adrian Bishop

已加入2021年4月15日

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最后活动2022年8月02日

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的最新活动 Adrian Bishop

Adrian Bishop 进行了评论,

评论Ticket automation and collaboration

Hi,

This: -

 

Note: Follow-up tickets are not created if a side conversation within a child ticket is updated while the parent ticket is closed. For more information about the parent-child relationship of tickets, see About side conversation child tickets.

 

 

Is causing us a real problem, why does this not work???

Side conversation tickets are being responded to when the main ticket is closed but those replies are going nowhere. This is really poor, is there an alternative solution to this?

查看评论 · 已于 2022年8月02日 发布 · Adrian Bishop

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Adrian Bishop 进行了评论,

评论Ticket editor, assignee, and requestor

Thanks for writing this article, we set this to agent view only to remove it from the submit a request form, we didn't expect this result.

Is this a bug? If not then the assumed feature seems ridiculous.

查看评论 · 已于 2022年7月29日 发布 · Adrian Bishop

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Adrian Bishop 进行了评论,

社区评论 Feedback - Voice (Talk)

Looking forward to being able to report on agent availability in talk, this is a much needed KPI in our business.

查看评论 · 已于 2022年7月07日 发布 · Adrian Bishop

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Adrian Bishop 进行了评论,

社区评论 Feedback - Ticketing system (Support)

Amisha Sharma

Hello. It seems to have improved but only in terms of reliability, you still can't distinguish between the sub lines and the main heading.



查看评论 · 已于 2022年5月23日 发布 · Adrian Bishop

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Adrian Bishop 进行了评论,

社区评论 Feedback - Ticketing system (Support)

+1 to this idea!

The user data app is cumbersome, native functionality should capture when a user has multiple unsolved tickets.

查看评论 · 已于 2022年3月24日 发布 · Adrian Bishop

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Adrian Bishop 进行了评论,

评论Additional ticket channels

Why can't we consult when transferring to a group?

1. We like to consult, it is polite and good etiquette.

2. If they don't answer, call may be abandoned when we could potentially try someone else.

This is poor functionality. 

查看评论 · 已于 2022年2月22日 发布 · Adrian Bishop

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Adrian Bishop 进行了评论,

评论Ticket basics

Hi, we use support and talk mostly, one of the issues we have is when a customer calls us about an existing ticket, it always creates a new ticket which we then merge into the existing one, this is very messy. Could agent workspace improve this functionality?

查看评论 · 已于 2022年2月04日 发布 · Adrian Bishop

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Adrian Bishop 进行了评论,

社区评论 Feedback - Voice (Talk)

I would like to see this in Explore so we can set targets for agent availability against missed calls/declined calls etc.

查看评论 · 已于 2022年1月24日 发布 · Adrian Bishop

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Adrian Bishop 进行了评论,

评论Call routing, greetings, IVR, and recordings

How does this work on the 'transfer only' status? If agents are 'transfers only' does this cause the same problem as 'away' status.

 

查看评论 · 已于 2022年1月21日 发布 · Adrian Bishop

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Adrian Bishop 创建了一个帖子,

帖子 Feedback - Ticketing system (Support)

Hi,

It would be really useful to report on side conversation usage, e.g. who is regularly being contacted on side conversation tickets/emails.

Currently there is nothing available so any data would be a start

已于 2022年1月21日 发布 · Adrian Bishop

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