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Michael Penland

已加入2021年4月15日

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最后活动2023年5月24日

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的最新活动 Michael Penland

Michael Penland 进行了评论,

评论Ticket basics

That’s Smart Tim! 😃

查看评论 · 已于 2023年5月24日 发布 · Michael Penland

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Michael Penland 进行了评论,

评论Ticket basics

Thanks! Now we need one-click switch between private/public instead of the drop-down. Draft mode is a good addition and adds the right friction compared to what the drop-down was designed for. Now the drop-down is just annoying. Is there a feedback forum topic on that yet? Thanks!!

查看评论 · 已于 2023年5月23日 发布 · Michael Penland

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社区评论 Feedback - Ticketing system (Support)

I agree with this but it is a design limitation defect and not a feature request.  This was a basic workflow functionality of classic workspace and now it's super inefficient.  Not only to agents have to copy/paste stuff across but they can also get private note drafts stuck in there and see save errors.  Thanks.

查看评论 · 已于 2022年7月25日 发布 · Michael Penland

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Michael Penland 进行了评论,

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Michael Penland 进行了评论,

社区评论 Feedback - Apps and integrations (Platform)

This is all well and good for one to one proactive tickets with limited dimensions.

We want to notify specified contacts under organizations that meet various criteria.
- one main requester and others are CC’d on one ticket. Assume all contacts have “notification list” tag.
- tickets are created only when the organization has tags X and Y and Z.

Today we get individual tickets are user and have to segment based on contact tags not organization tag criteria.

Thanks!

查看评论 · 已于 2020年11月30日 发布 · Michael Penland

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Michael Penland 进行了评论,

社区评论 Feedback - Ticketing system (Support)

Agree on @ mention tags for Slack in side conversations.  It technically kind of works if you have a simple call-out name but there isn't an auto populated picker.  For example @penland works in our organization.

查看评论 · 已于 2020年11月18日 发布 · Michael Penland

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社区评论 Feedback - Ticketing system (Support)

+1 Segmenting channels and topics is needed, at least for sending public responses.  Primary use case is we don't want all of our agents to have the ability to send out public tweets.  Thanks.

查看评论 · 已于 2020年9月09日 发布 · Michael Penland

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Michael Penland 进行了评论,

社区评论 Feedback - Voice (Talk)

Patrik - I personally wouldn't want it either, but agents ask for it to improve their experience.  It's more efficient for them than hunting for the answer button every time a call comes in.  

查看评论 · 已于 2020年8月31日 发布 · Michael Penland

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Michael Penland 进行了评论,

社区评论 Feedback - Voice (Talk)

Ditto on this request. Thanks.

查看评论 · 已于 2020年8月28日 发布 · Michael Penland

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Michael Penland 进行了评论,

社区评论 Feedback - Ticketing system (Support)

Agree. Nice to have feature that Desk.com supported 10 years ago.

查看评论 · 已于 2020年3月03日 发布 · Michael Penland

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