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Nick S
已加入2024年5月17日
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最后活动2025年1月12日
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的最新活动 Nick S
Nick S 进行了评论,
Agreed on Jahns' point above, our agents have ended a Messaging ticket, and through omnichannel routing settings unassigns the ticket, which then can't be re-assigned through omnichannel routing settings.
We're seeing the same results of ‘stranded’ Messaging tickets which are no longer being routed if they have been unassigned, despite agents having availability and capacity.
查看评论 · 已于 2024年12月20日 发布 · Nick S
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Hi team, what is the suggestion to manage large outliers in expected wait time which are inaccurate. We are seeing large expected wait times of several hours when most tickets are responded to within a few minutes.
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查看评论 · 已于 2024年11月27日 发布 · Nick S
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Is there any way to see beyond the 20 most recent pages/help centre articles viewed?
查看评论 · 已于 2024年11月25日 发布 · Nick S
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Nick S 进行了评论,
+1 on Rubens point. We'd like the positive rating to the at the top, but we don't have the ability to change the order.
查看评论 · 已于 2024年11月07日 发布 · Nick S
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Nick S 进行了评论,
Spot on, Brayden - with the old Zendesk Chat we had the ability to block by IP Address which was a handy feature. Although it didn't stop people from using a VPN for a different IP address it was still a greater deterrent than just an email address/private window which is very easy to do.
查看评论 · 已于 2024年11月06日 发布 · Nick S
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Nick S 进行了评论,
Following - this would be handy. Moving tags to the bottom of the screen with skills, or having the field collapsable gives a lot more real estate to the more important ticket aspects. Hiding tags altogether isn't an ideal solution.
查看评论 · 已于 2024年10月17日 发布 · Nick S
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Nick S 进行了评论,
Hi Tetiana, yes I see the comment in the ticket events within Agent Workspace, however I know agents would love to be able to see this feedback where it used to be; at the top of the ticket underneath the satisfaction provided. Bit more visible compared to changing to events view.
查看评论 · 已于 2024年10月16日 发布 · Nick S
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Nick S 进行了评论,
Hi, I am liking the new feature! We don't seem to be able to get the Open Ended Question/text box feedback to appear in the ticket for the agent. I can see they appear in the 'ticket satisfaction comment' section in Explore, but not in the ticket itself. The ticket does display the rating, but no comments. Is this coming soon or is it a technical issue?
查看评论 · 已于 2024年10月11日 发布 · Nick S
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