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Melissa Lucore
已加入2021年4月15日
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最后活动2023年2月14日
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的最新活动 Melissa Lucore
Melissa Lucore 进行了评论,
Hi Ifra Saqlain - How would I hide multiple topics using this code? I was able to hide the button from 1 topic as shown above, but not sure how to list multiple topics to hide the post button from.
Thanks,
Melissa
查看评论 · 已于 2022年12月08日 发布 · Melissa Lucore
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Are we able to see when a user was suspended or who did the action of suspending the user?
查看评论 · 已于 2022年7月26日 发布 · Melissa Lucore
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Melissa Lucore 进行了评论,
In our experience, that has not been true. When pulling the number of unverified articles per agent by using the COUNT(Articles unverified) metric and Agent name attribute in the Guide Team publishing dataset, it shows the agent who is responsible for unverifying the articles. None of our agents manually mark articles as unverified, so this metric is not helpful. The report does not provide the information we want which is number of articles that are unverified that are owned by a particular agent. We have reviewed this with our CSM and they have confirmed that what we are seeing is not the number we are looking for.
查看评论 · 已于 2022年1月19日 发布 · Melissa Lucore
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Melissa Lucore 进行了评论,
Hello - We have a large volume of suspended tickets that are recovered by our Tier 1 team. Unfortunately there is no way to identify those tickets that have been recovered or report on them. It would be helpful to have a tag or event or some sort of identifier that would allow our managers to report on this volume and assist in resource planning (assign a certain number of agents to monitor the suspended queue).
查看评论 · 已于 2022年1月10日 发布 · Melissa Lucore
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Melissa Lucore 进行了评论,
Is there any sort of identifier on tickets that have been recovered? It would be very helpful to be able to report on the volume of recovered tickets from the suspended queue. Thanks.
查看评论 · 已于 2022年1月10日 发布 · Melissa Lucore
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Melissa Lucore 创建了一个帖子,
已于 2021年10月15日 发布 · Melissa Lucore
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Melissa Lucore 进行了评论,
This is also an issue for our team. We often have to go back to old Support Tickets to help our dev teams when they write RCA (Root Cause Analysis) documents for urgent customer issues, like Outages. Because of the ticket time being changed in the interface, what I reported to Dev for timing ended up being wrong. We're now correcting the RCA, but just didn't even think to check, and we don't want to have misses like that with our customers. Is there any plan to change this?
查看评论 · 已于 2021年3月24日 发布 · Melissa Lucore
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Melissa Lucore 进行了评论,
We also recently had an issue where a ticket was incorrectly merged. The end users kept replying to the original email so all of the information they sent was visible by the merged ticket's end user. This is a huge security issue. I second a previous comment that asks for a confirmation prompt at the very least, if un-merging isn't feasible.
Thanks.
查看评论 · 已于 2020年10月16日 发布 · Melissa Lucore
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