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Shu Anne Tio

已加入2022年12月02日

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最后活动2023年11月23日

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的最新活动 Shu Anne Tio

Shu Anne Tio 进行了评论,

社区评论 Feedback - Reporting and analytics (Explore)

Agreed!

example:

we have 2 custom Pending statuses

  • waiting for reply (require details before proceeding with ticket)
  • waiting for approval (confirming if the solution satisfies what was requested)

and different custom On Hold statuses (depending on which department Agents need support from)

knowing how long a ticket spends in each (custom) status will help us determine where the bottleneck is

 

查看评论 · 已于 2023年2月14日 发布 · Shu Anne Tio

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Shu Anne Tio 进行了评论,

评论Ticket customization

hi Dane Thanks for the reply. I'm not able to access that link. Possible to share more info here?

查看评论 · 已于 2023年2月03日 发布 · Shu Anne Tio

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Shu Anne Tio 进行了评论,

评论Ticket customization

hi, after activating custom statuses we are no longer able to see if a ticket is Closed.

All solved tickets are shown as Solved, regardless if the ticket can be reopened or not.

Is there a way around this?

*we do not want our agents to be able to select the status as Closed, but we want to be able to see if a ticket can still be reopened

查看评论 · 已于 2023年2月02日 发布 · Shu Anne Tio

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Shu Anne Tio 进行了评论,

社区评论 Feedback - Help Center (Guide)

Hiii since this was a year ago - are there any updates?

查看评论 · 已于 2022年12月13日 发布 · Shu Anne Tio

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Shu Anne Tio 进行了评论,

评论Additional ticket channels

we tried to transfer the chat to another online agent.

there was no option to assign the chat to the other agent even though both were online.

查看评论 · 已于 2022年12月02日 发布 · Shu Anne Tio

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