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LouMussington
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Member since ‎Aug 6, 2023
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LouMussington
Participant
January 25, 2024
Reply to Generating a new ticket if a customer replies to the same thread before an agent has responded
Hi Pam, Can you direct me to where this has been done previously or an knowledge base that may help me get started?
LouMussington on January 25, 2024
Auto-reply emails not threading to the original ticket
Is there no way for an automated reply to thread to the ticket/conversations that it was triggered by instead of creating its own new ticket? This way we can track in one place and not have to try and find automated replies to check if the in read more
Reply Idea Conversations Tickets
2 upvotes
0 Reply
LouMussington
Participant
January 18, 2024
Reply to Auto-reply emails not threading to the original ticket
Hi @Jnix284 , Many thanks for your reply. I can indeed merge the ticket but this is after the fact and due to high volumes this does not resolv...read more
LouMussington
Participant
January 18, 2024
Reply to Generating a new ticket if a customer replies to the same thread before an agent has responded
Hi Pam, I'd defintely would like to explore a soultion to this especially when the team are falling behind on SLA this can cause us real issues. ...read more
LouMussington on January 18, 2024
Ability to disable pop-up when working from task
Our team work via sales - tasks for all incoming tickets as you can flow from one ticket to the next with ease however, since the be dev of the pop-up this is interfering with the flow. I.e. if they are working from an email ticket in tickets the em read more
Reply Idea Tasks Tickets
1 upvote
0 Reply
LouMussington on December 18, 2023
Generate a new ticket if a customer replies b4 an agent responded to actioned their original ticket
Hi, As tickets come in we may exerpeince a back-log causing us to fall behind out SLA we have created an automated reply to inform a customer/member that we have recieved their ticket and we will reply and we ask in that auto reply for them to a read more
Reply Idea Conversations Tickets
0 upvote
0 Reply
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