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Crystal Shepherd
已加入2022年6月28日
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最后活动2024年9月26日
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的最新活动 Crystal Shepherd
Crystal Shepherd 进行了评论,
I agree with Monica and many others above. We need the play mode feature view based, not role based to allow for more efficiency and flexibility with our agents. At times it hinders productivity instead of helping.
查看评论 · 已于 2023年1月12日 发布 · Crystal Shepherd
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Crystal Shepherd 进行了评论,
I agree. We hold teams accountable to updating customers and to have a report that shows time since last update in business hours/days instead of calendar allows us to report correctly on agent updates and escalate as needed.
I know there is a workaround to create an automation if a ticket goes so many hours without an update from the agent and create a tag and report on the tag, but a metric in reports would be so much easier and would allow us to see the full picture.
查看评论 · 已于 2022年12月29日 发布 · Crystal Shepherd
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Crystal Shepherd 进行了评论,
Thank you for the update, hope to have a release date announced early 2023. I'll agree with everyone here that this is a much needed feature. Using chat in Zendesk support is always such a great experience, it is a little frustrating that we can have the same tools.
I'm working to implement messenger now and testing is a bit rough since it all seems like one big long ticket.
查看评论 · 已于 2022年12月07日 发布 · Crystal Shepherd
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Crystal Shepherd 创建了一个帖子,
I like the new team member page, and I've used it often, however....
Now that the new team members page is replacing the old, you can't change people's groups or profiles unless you open 3 different tabs and 5 clicks just to access an agents profile as an admin. Additional tab to get to the admin center, then click on Team Members, then to click on the person, then to click Mange in support, which opens another tab and now you can update the groups/info for an agent.
I have a group of users to update, but their default group will have to be changed. This is a lot of clicks and time for small changes.
已于 2022年8月10日 发布 · Crystal Shepherd
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