最近搜索


没有最近搜索

Jean Cesar Martínez's Avatar

Jean Cesar Martínez

已加入2021年4月16日

·

最后活动2021年10月22日

关注

0

关注者

0

活动总数

16

投票

1

订阅

11

活动概览

的最新活动 Jean Cesar Martínez

Jean Cesar Martínez 进行了评论,

评论Ticket customization

Hi!

Let's say we have two Brands, therefore two HelpCenters and therefore two separate TicketForm; one for each HelpCenter. If for some reason a customer submits a ticket using the incorrect helpcenter and therefore the incorrect ticket form... is there a way we can switch the ticket form to the correct one in Support?

查看评论 · 已于 2021年6月16日 发布 · Jean Cesar Martínez

0

关注者

0

投票

0

评论


Jean Cesar Martínez 进行了评论,

评论Ticket management

Hi @.... Yes. The way I see it is:

  • Pending - Agent is waiting for the customer's reply. (i.e. pending for user response)
  • Open - Customer is waiting for the Agent's reply.
  • On-hold - is like an internal status that could mean whatever your organization wants. It is important to know that customers will see On-Hold status as Open from the HelpCenter. Agents will see it as On-Hold.

I hope this helps.

查看评论 · 已于 2021年4月13日 发布 · Jean Cesar Martínez

0

关注者

0

投票

0

评论


Jean Cesar Martínez 进行了评论,

社区评论 Feedback - Reporting and analytics (Explore)

These are the requirements:
1) A way to restrict queries to the users that created them.
2) Users should have the ability to share the query with other users if they want.

It is a problem for users to view queries they are not supposed to see, even more if the query is related to that user/group.

It also poses a reliability issue because there is a chance someone might change any user's query(on purpose or not) impacting the dashboard in which that query is being used. 

查看评论 · 已于 2020年11月06日 发布 · Jean Cesar Martínez

0

关注者

1

投票

0

评论


Jean Cesar Martínez 进行了评论,

社区评论 Feedback - Ticketing system (Support)

I agree with Teresa. CSAT usually measures the customer experience for a particular support request that could have gone through different support agents. An agent could get scores (negative or positive) for something that could have been out of their control and therefore impact their productivity.

We have three levels of support, but usually the 2nd level is the one that interacts with the customer. If a ticket gets to 3rd level and stays there 1 week causing the customer to have a bad experience... when the ticket gets back to level 2, the ticket is solved and the customer leaves a Bad score based on the 1 week wait time... It is the level 2 agent who will see the score. 

Either way, it seems the community agrees that the ability to hide is the answer. Please allow us to choose if we want our agents to see that score or not.  

查看评论 · 已于 2020年10月22日 发布 · Jean Cesar Martínez

0

关注者

2

投票

0

评论