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Kyle Clark's Avatar

Kyle Clark

已加入2022年4月08日

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最后活动2022年11月02日

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的最新活动 Kyle Clark

Kyle Clark 进行了评论,

评论Ticket management

Au Finh Saechao - All to often Zendesk's solution is "There's an app for that!" (at additional charge). 

查看评论 · 已于 2022年4月20日 发布 · Kyle Clark

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Kyle Clark 进行了评论,

评论Ticket management

I'm surprised there are not comments about the annoying bug in the "Merge ticket" window. The name and date of the Last Commenter is not populated in the lower comment box. This makes the comment appear to have been made by the Agent that merges the tickets. This makes many of our Agents not use the merge feature. 

For example in the merge window below. The requester is Sara Briscoe and the merged ticket comment date is November 30, 2011. Let's say that I'm the Agent merging these and the comment in ticket #578 is "blah, blah, blah" (I can't see the comment).

When merged, the new comment in ticket #696 will read like this.

----------------------------------------------
December 21 11:44(assign)
 
Request #578 "I've been double-billed. Help." was closed and merged into this request. Last comment in request #578:
 
blah, blah, blah
----------------------------------------------
 
It would be preferred if the requester's name and the timestamp was included, like this.
 
----------------------------------------------
December 21 11:44(assign)
 
Request #578 "I've been double-billed. Help." was closed and merged into this request. Last comment in request #578:
 
Sara Briscoe
43 minutes ago
 
blah, blah, blah
----------------------------------------------

The workaround is to manually copy/paste the requester's name and time stamp into the comment window. But even if I train Agent's on this I'm guessing that 5% of them (maybe) would do this. 

Any thoughts?

 

查看评论 · 已于 2022年4月12日 编辑 · Kyle Clark

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