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TradeSmith Support

已加入2021年5月05日

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最后活动2023年9月08日

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的最新活动 TradeSmith Support

TradeSmith Support 进行了评论,

社区评论 Feedback - Ticketing system (Support)

We would like to see this feature returned as well.   Is there any consideration being given to bringing back the ability to sort by subject on the ticket view?

查看评论 · 已于 2023年9月08日 发布 · TradeSmith Support

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TradeSmith Support 进行了评论,

社区评论 Feedback - Ticketing system (Support)

+1 - Following this thread.  We could use this feature as well. 

查看评论 · 已于 2023年2月22日 发布 · TradeSmith Support

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TradeSmith Support 进行了评论,

评论Additional ticket channels

I have submitted this feedback item.

查看评论 · 已于 2022年10月27日 发布 · TradeSmith Support

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TradeSmith Support 创建了一个帖子,

帖子 Feedback - Ticketing system (Support)

Feature Request Summary: 

We would Admins to have the ability to change Agent Status if the agents forget to go offline when not available, in Omnichannel

Description/Use Cases: 

If an agent forgets to change their status and they are out of the office, Omnichannel will still route tickets to them.   We can reassign these tickets, but they will be routed more based on the rule as long as they are online.   We would like to have the ability as admins to change their status if necessary. 

Business impact of limitation or missing feature:

Agents could be assigned tickets when they are not monitoring their required attention queue.  This could result in a delay in response to our customers.   In addition, it takes extra time for the admin to monitor the queue and reassign tickets that are assigned in error. 

Other necessary information or resources:

已于 2022年10月27日 发布 · TradeSmith Support

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TradeSmith Support 进行了评论,

评论Additional ticket channels

Thank you Dave.  Is this on the path to be developed?  I would think that there would be others who would be interested in this feature.  

查看评论 · 已于 2022年10月25日 发布 · TradeSmith Support

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TradeSmith Support 进行了评论,

评论Additional ticket channels

Is there a way for an admin to change an agent's status?   For example, if an agent forgets to change their status before they sign off and they are off the next day, we want to be able to change them to offline to prevent further tickets from routing to them.  

查看评论 · 已于 2022年10月24日 发布 · TradeSmith Support

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TradeSmith Support 进行了评论,

评论Routing

We are using Live Chat and messaging.  Will Omnichannel work then for the messaging and emails, but not the Live Chats?  

Can Live Chat co-exist with Omnichannel?  

查看评论 · 已于 2022年10月18日 编辑 · TradeSmith Support

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TradeSmith Support 进行了评论,

社区评论 Feedback - Ticketing system (Support)

I know this was planned for development late 2021 based on Nicole's update.  Do we have any updates on when this functionality might be released?  

查看评论 · 已于 2022年10月17日 发布 · TradeSmith Support

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