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Stephanie Sweet

已加入2021年5月13日

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最后活动2025年1月20日

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的最新活动 Stephanie Sweet

Stephanie Sweet 进行了评论,

社区评论 Feedback - Ticketing system (Support)

The team being able to quickly and easily see their ratings from the Dashboard is actually amazingly good for morale, since it gives a little boost every time they see a new good rating. 

查看评论 · 已于 2024年11月07日 发布 · Stephanie Sweet

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Stephanie Sweet 进行了评论,

评论Performing calculations

I am trying to forecast by quarter for staffing needs. When I try, I am only getting forecasted results for Q4. I am not sure what I am missing, I have tried different options for the values to predict and the number of values per cycle & I always get either only 2024 Q4 or Q4 for the next 4 years. 

查看评论 · 已于 2024年4月05日 发布 · Stephanie Sweet

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Stephanie Sweet 创建了一个帖子,

帖子 Feedback - Ticketing system (Support)

Feature Request Summary: 

Macros should include the ability to link to Problems. It would be helpful as a field you can select when creating the macro itself and even limited to "open" problems. 

Description/Use Cases: 

Macros linking to open problems would help minimize agent error when selecting between similar problems or missing the field all together when reporting an incident. 

Business impact of limitation or missing feature:

By not having this, right now the act of linking incidents to problems can be easy for newer staff (or seasonal agents) to miss this vital step. It decreases the customer experience since they may not be notified immediately when something is resolved. 

Other necessary information or resources:

It would save a lot of time, especially for management as we sometimes have to go "searching" for unlinked incidents. 

已于 2021年11月29日 发布 · Stephanie Sweet

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Stephanie Sweet 进行了评论,

评论Ticket automation and collaboration

Are there any plans to add the ability to link incidents to Problems with macros in the future? 

查看评论 · 已于 2021年11月24日 发布 · Stephanie Sweet

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