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Rick Raven

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rraven on May 23, 2022
TLDR: I want my support manager to be able to update lists I create. More details: The list views feature is incredibly important for many teams, especially Support. We created list veiws that effectively serve as "queues" for teams to work read more
rraven on April 13, 2022
It is fantastic that you can see the time to first response as a ticket field. Unfortunately as many CS Leaders will tell you, reporting on this is tricky when filtering for dates. For example looking at Create Date, will give you a false average si read more
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atma on June 16, 2018
Allow customers to log in and see their Ticket inbox, history, statuses, replies etc. Ideally integrate this with Knowedge Base too.
221 Replies
March 17, 2022 11:52
100% agree on the permissions. It can be as simple as All or Just their own, but it needs to be on the user level not the company.
rraven on October 04, 2021
Workflows are GREAT, but for Support/Service teams, you need to be able to leverage hours, not just days/weeks. Ideally this would be business hours, but anything at this point would be better. Some examples of very STANDARD workflows this could read more
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AmandaStutzman on January 11, 2019
It would be very helpful to see how much time chat representatives are set to available. Currently, reps could set themselves to away without supervisors knowing and ultimately reducing the number of incoming chats. In order to analyze reps effect read more
17 Replies
April 22, 2022 06:06
@cdewey22 Just a page of logs for everyone in selected inbox. Everytime someones sets themselves to online -> on the list with name of agent + more
jhollender on August 24, 2020
We have multiple locations with salespeople that have different "lead" days and overlapping schedules. We would love to be able to have more functionality added to Meetings so that we could set the following: Employee Schedule (for example, Emp read more
July 07, 2021 15:13
This would be very helpful from a support standpoint as well. We currently have the ability for clients to book support calls with us during more
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