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Ирина Курда

已加入2022年6月20日

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最后活动2024年3月20日

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的最新活动 Ирина Курда

Ирина Курда 进行了评论,

社区评论 Feedback - Ticketing system (Support)

Totally agree with Slava Skorbezh. During the incident the agent has to do a lot of routine manual work, and this increases the time of ticket processing.
I am very disappointed to hear from you that such a improvement is not in the plans for this year

查看评论 · 已于 2024年3月20日 发布 · Ирина Курда

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Ирина Курда 进行了评论,

社区评论 Feedback - Chat and Messaging (Chat)

I agree with Maxim
Right now we can't use all the features of Flow Builder and Answer Bot, and we would like to help customers even more

查看评论 · 已于 2023年3月16日 发布 · Ирина Курда

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Ирина Курда 进行了评论,

评论Routing

Hi Barry Neary
Tried the option for the inactive ticket yesterday. Unfortunately, it didn't work for us, because the setting was triggered whenever the ticket was updated. In our case: after creating a ticket, the client's information is added to it and the redirection setting was triggered in just a few seconds

查看评论 · 已于 2022年11月22日 发布 · Ирина Курда

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Ирина Курда 进行了评论,

评论Routing

Thank you so much.
We will try this way of working

查看评论 · 已于 2022年11月21日 发布 · Ирина Курда

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Ирина Курда 进行了评论,

评论Routing

Thanks Barry Neary

We will try to use your option today. But there is one question: we put that the ticket has been updated, but if the client does not write anything, it will not be considered that the ticket has been updated?

查看评论 · 已于 2022年11月21日 发布 · Ирина Курда

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Ирина Курда 进行了评论,

评论Routing

Barry Neary

Thanks
We will try this way of working
No timeline for when it will be possible to manage active and inactive tickets?

查看评论 · 已于 2022年11月10日 发布 · Ирина Курда

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Ирина Курда 进行了评论,

评论Routing

Barry Neary

Yes, these tickets are from the messaging channels

查看评论 · 已于 2022年11月09日 发布 · Ирина Курда

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Ирина Курда 进行了评论,

评论Routing

Hi Barry Neary

We've been using this feature for over a week now and have run into a problem we can't solve ourselves. 
Some tickets are being routed to another group of agents. These tickets are not taken by agents right away, but after enabling omnichannel routing all these tickets started to be automatically assigned to agents. Is there any way to fix this?

查看评论 · 已于 2022年11月09日 发布 · Ирина Курда

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Ирина Курда 进行了评论,

评论Routing

I want to support the previous comment. Information about not accepted chats is very necessary thing. Now there is no understanding why one ticket is not assigned for 2 minutes, and the other is assigned in a couple of seconds

查看评论 · 已于 2022年11月03日 发布 · Ирина Курда

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Ирина Курда 进行了评论,

评论Team members and groups

Can you tell me if in the existing report on the status of agents we can see the status of "Transfer Only"?

查看评论 · 已于 2022年10月27日 发布 · Ирина Курда

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