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GUSTAVO FREIRE LOPES

已加入2021年10月16日

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最后活动2023年10月30日

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GUSTAVO FREIRE LOPES 进行了评论,

评论Ticket automation and collaboration

Hi Dane

I'm trying to set up a trigger condition, for exemple "channel is side conversation", but there is no such channel. We need to add a tag to use omnichannel routing.

Regards.

Gustavo

查看评论 · 已于 2023年6月28日 发布 · GUSTAVO FREIRE LOPES

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GUSTAVO FREIRE LOPES 进行了评论,

社区评论 Feedback - Ticketing system (Support)

Hi Prakruti Hindia

In tickets events we can see that the SLA policy is applying successfully for whatsapp, but in views we can't see any countdown in SLA column.

On Explore we can see FRT, but not in views as i said.

查看评论 · 已于 2023年4月04日 编辑 · GUSTAVO FREIRE LOPES

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GUSTAVO FREIRE LOPES 进行了评论,

评论Routing

Hi @Barry Neary

We are experiencing some issues with inactive message (Whatsapp) tickets.

From zendesk documentation we know that: 

"To be assigned to inactive message tickets (more than 10 minutes without a reply), an agent must have spare capacity, but the ticket doesn’t use up any of that capacity."

When queue is formed and several message tickets are set to inactive omnichannel routing assigne too many inactive tickets to agents with spare capacity, more disturbing than helping.

We understand that the maximum capacity is for active message tickets, but we also belive that auto assign for inactive tickets should be  limited by paramer. 

It is not something that happens everyday, but when it happens is very annoying. Please, can you check this?

Situation where 15 tickets were assigned to one agent:

查看评论 · 已于 2023年3月14日 发布 · GUSTAVO FREIRE LOPES

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GUSTAVO FREIRE LOPES 进行了评论,

评论Viewing and using dashboards

Hi @...

I have an Enterprise licence, but It seems not to be available for me.

Can you help?

Best Regards.

查看评论 · 已于 2022年9月26日 发布 · GUSTAVO FREIRE LOPES

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GUSTAVO FREIRE LOPES 进行了评论,

评论Routing

Hi Barry

Does omnichannel routing supports text channel?

Also email tickets are taking too much time to routing. We have multiple agents with spare capacity, but tickets continue without assignee 15 minutes after creation

Regards.

查看评论 · 已于 2022年8月29日 编辑 · GUSTAVO FREIRE LOPES

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GUSTAVO FREIRE LOPES 进行了评论,

社区评论 Feedback - Ticketing system (Support)

Yes, please let us hide this button. It is bad for agents and admins.

查看评论 · 已于 2021年9月27日 发布 · GUSTAVO FREIRE LOPES

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GUSTAVO FREIRE LOPES 进行了评论,

社区评论 Feedback - Ticketing system (Support)

Zendesk should really take a look at this.

查看评论 · 已于 2021年6月23日 发布 · GUSTAVO FREIRE LOPES

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GUSTAVO FREIRE LOPES 进行了评论,

社区评论 Feedback - Ticketing system (Support)

Olá.

No entanto só conseguimos colocar um formulário por grupo, e mesmo assim fica somente pré-selecionado, não oculta os demais formulários pertencentes aos demais grupos

查看评论 · 已于 2021年5月25日 发布 · GUSTAVO FREIRE LOPES

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