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Louis- nice card!
new ticket for each of those repeated calls to the same person?
Could you share where you have the agents make their notes? Is it using the private note (which gets pushed down the thread) or do you have a side app to keep the note at the top/side of the ticket for quick reference?
it goes in the notes
What is the workflow for initial ticket assignment to volunteers?
do you use triggers and automations to reopen solved tickets on a schedule for call backs?
Why not put the tickets on hold instead of solved for a call back and solved them after a certain amount of days?
Ben- no we have them dated and agents start the process with them and mark the solved as open/pending or solved again...
Thank you SO much! I appreciate that. We are all learning to ride the bicycle while we’re riding...
Still much to learn :)
Thank you all :)
Yes, thank you!!
Thank you everyone - very valuable