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KAbram
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Member since ‎Jun 21, 2021
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KAbram
Member
October 23, 2024
Reply to AI Chatbot - Create support ticket if no agent is available
Absolutley agree, without this we wouldn't be able to roll this feature out.
KAbram on July 10, 2024
Create a ticket from live chat
Can you add an option in live chat for user to create a support ticket with their query rather than transfer to live agent? Or to show that option when all agents are offline.
Reply Idea Live Chat & Bots
0 upvote
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KAbram on June 19, 2024
Accurate report for first response time
We are using the report "Ticket average time to first response by rep". Most of our tickets are created via email, some are via a chat. I have realised that those created via chat do not count a "response" as I expected. A ticket is read more
Reply Discussion Enterprise
2 upvotes
2 Replies
KAbram
Member
June 19, 2024
Reply to Average ticket first response time
Same issue for but for tickets created via chat. A ticket is created via chat, an agent responds to it by creatinga n email reply but that is not cla...read more
KAbram on July 20, 2023
Make Ticket Priority field optional in chat bot
We use SLAs in or support inbox and Ticket Priority is now a mandatory field on tickets created via chat bot. So all our chat bot tickets are coming in as Low priority. We do not want these tickets to be assigned a priority as generally they are not read more
Reply Idea Tickets
0 upvote
0 Reply
KAbram
Member
January 10, 2022
Reply to Tickets created per time of the day
Yes, we really need this data to enable us to plan staffing over busiest times. Is there an indication of if this suggestion will be taken forward?
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