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Danielle

已加入2023年8月10日

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最后活动2024年12月16日

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的最新活动 Danielle

Danielle 进行了评论,

评论Ticket automation and collaboration

I've created a macro to action the following: leave an internal note, remove a single tag, and also change the priority to normal. The macro is not working to change the ticket priority from urgent to normal. I've checked the events to confirm this. Any suggestions? Thank you

查看评论 · 已于 2024年8月14日 发布 · Danielle

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社区评论 Feedback - Chat and Messaging (Chat)

+1 We need this ability to ban users in messaging that are being abusive. Thank you! 

查看评论 · 已于 2024年8月06日 发布 · Danielle

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评论Routing

Barry Neary It seems as if tickets that are reassigned, thus re-entering a custom routing queue, are being routed before the oldest tickets in that same custom queue. Is this expected, or should I open a support ticket for help? 

查看评论 · 已于 2024年8月06日 发布 · Danielle

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评论Routing

If we have the backend re-routing un-assigned tickets back to the omnichannel routing queue logic enabled, how does that impact when/how that ticket is routed the second time? Does it up the priority or something similar?

Secondly, which has the higher priority: the initial queue eligibility or the subsequent queue eligibility? 

查看评论 · 已于 2024年7月31日 发布 · Danielle

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评论Metrics, attributes, and filters

Hi! Could this be defined more clearly please ‘because the agent is not available at the moment?’ 

What defines unavailable? They are in a status that is offline for messaging? Thank you

查看评论 · 已于 2024年7月26日 发布 · Danielle

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Danielle 进行了评论,

评论Accounts and billing

Plus 1 on interest in scheduling a webinar session . I don't see any availability currently.

查看评论 · 已于 2024年5月21日 发布 · Danielle

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评论Routing

Hi Barry Neary I'm also curious about being able to enable this ourselves. Currently I'm testing Omnichannel routing and Messaging in our Sandbox. Is this something we'll be able to enable ourselves in Admin Center? Could you help me to enable it in our Sandbox instance? Thanks!

查看评论 · 已于 2024年5月10日 发布 · Danielle

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评论Customer management and profiles

“Suspended users can still chat, but no ticket is created.”  What does the suspended email user experience if they can still chat but a ticket isn't created? What is the agent experience in Agent Workspace - is the chat conversation visible in suspended tickets? Thank you! 

查看评论 · 已于 2024年5月07日 发布 · Danielle

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社区评论 Feedback - Chat and Messaging (Chat)

Thank you! 

查看评论 · 已于 2024年5月01日 发布 · Danielle

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评论Routing

Hi Barry Neary , I'm also curious about updates on the ability for SMS tickets to be assigned via Omnichannel routing. Is there an expected date for this? Thank you

查看评论 · 已于 2024年4月26日 发布 · Danielle

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