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MarcelMW
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Member since ‎Oct 12, 2023
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  • Upvotes Given
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  • Upvotes Received
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Marcel Wündrich

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Activity

BHaverkamp on June 19, 2024
We have an automation that flags when the SLA for a support ticket (Helpdesk) is overdue. This is currently not status aware, i.e. when I have a ticket that is waiting for a customer response or "will be open for a while" (e.g., feature requests / read more
4 upvotes
2 Replies
Participant
June 19, 2024
I think this would make SLAs a lot more useful and accurate, especially if the SLA you track is not just the first response SLA. Additionally, I thin...read more
GiuliaM on June 19, 2024
We recently moved to the new Helpdesk and I noticed the the ticket history is not synced, so the previous tickets of the same contact are not appearing on the right sidebar, they show always 0 (Ticket card). This is a huge limitation for us bec read more
8 upvotes
1 Reply
Participant
June 19, 2024
The ticket card on the right-hand side only shows associated tickets, as in things you manually associate when you link two different tickets.
KAbram on June 19, 2024
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
1 upvote
1 Reply
Participant
June 19, 2024
Hello @KAbram , I 100% agree and it is something that has caused us to have missed SLAs even knowing we did reply within our SLAs. Hopefully...read more
Steuart on December 27, 2019
I NEED TO BE ABLE TO TRACK THE TIME MY AGENTS SPEND WORKING ON A TICKET. SPECIFICALLY I NEED THE TIME TRACKING TO AUTOMATICALLY TURN ON WHENEVER A TICKET IS OPEN. I CURRENTLY USE ZENDESK WHERE THIS CAPABILITY IS AVAILABLE. UNTIL THIS IS IN PLACE I read more
105 upvotes
31 Replies
Participant
February 08, 2024
I think this is a useful request, not just for billing as often mentioned, but to improve forecasting for the team and make scheduling for a customer...read more
MarcelMW on January 22, 2024
I wanted to give some feedback on the new Help Desk function. First of all, let me say that it's a great addition and I appreciate the work that went into it. However, there doesn't seem to be much customization available for the layout. It would b read more
20 upvotes
4 Replies
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