m.vandun

Hi, I have a few suggestions regarding the chat. 1) Reporting functionality, regarding response time and resolve times. 2) SLA configuration options (if possible, per service). 3) When response time exceeds, a message/notification goes to the manager. 4) When a customer is waiting for a long period of time for an agent to respond, they now only get the message waiting to connect. It would be nice to have this change to a sort of busy message after a period of time. 5) Overview of agents logged into the chat client that are available to receive any incoming chats. This is useful for the manager to see availability. 6) Chats to be logged per service. Regards, Mark

Hi Pamela, It seems to be working again. Thanks for the fast help. Mark

We are experiencing the same issue. When saving the BPM the RAM completely floods.

That seems to do the trick. I changed the checkpoint to not be mandatory and the process went through. Thanks for the help! Mark

Hi, I have a couple of cases where it seems that email's have been deleted intentionally. Is there a way to see how and who deleted these email's? Regards, Mark

Hi, When finishing a certain task we get the below error. What I found is that this error occurs when an automated task changes the status to resolved. The status is changed to resolved, so this part works. I tried removing the last 2 automated tasks, this gave the same error. Anybody got an idea why I get this error? Regards, Mark

Hi, I'm also interested in changing this as we currently close around 50% automatically by finishing a certain task and 50% by closing the request manually. We always send a customer an email notifying the closure of the ticket with the resolution. Regards, Mark

Any updates on this? This is getting really frustrating as we currently cannot use this functionality, which is part of the advanced analytics subscription, at all! Regards, Mark

Good Morning, We currently have 2 cases where the company name in the request list not corresponds to the company the request is regarding to. Regards, Mark

Is there an update on this issue? We currently cannot use our wallboard at all.

Good morning, It seems that a special sign that is orriginaly in an email is replaced in te timeline. See screenshots below. Original Mail: Timeline: Regards, Mark

This seems to solve the issue. Thanks Mark

Unfortunately resetting the translation did not resolve this. When going to the custom field form you see the custom field with the default label, when opening the details you see the old (correct) label. Adjusting the named label and saving this does not change the name in the custom field overview. Mark

Hi, Since the latest patch, I again need to redefine the custom fields in the details screen. This seems to happen every time an update has been done and has started to consume a lot of time fixing this. Is there a reaseon why this is happening? Regards, Mark

Hi Trevor, It seems to have something to do with the amount of sessions 1 account can have active. I logged in on our wallboard system, my own system then logged out. When I logged in on my own system the wallboard system got logged out. This was working normally last week. I've attached a screenshot. Unfortunately I do not have the time when this occured. Mark

Hi Martyn, I'm using a shared user login.

@Alex8000, yes we're having thse timeouts as well. Usually they are around the same time (14:00 BST). Now we're having this constantly.

Hi @Ehsan I've checked the settings and these are all the same. I then tried updating a closed ticket and I got an email notifying me that an update was placed. It seems to be working properly for me. I will check if this is working for all our engineers. Thanks for the help! Mark

Hi @James Ainsworth Both settings are set to on.

Hi @James Ainsworth, When a customer replies on a resolved or even a closed ticket we do not get an email that notifies the engineer, we only receive an update when a ticket is open or on hold. If this is working then it would be a working solution for us. Is this a setting or should this be working as is. Mark

@Victor, We're able to open the request again. Thanks for the fast service. Could it have something to do with the custom fields? I noticed that a few fields were changed after an update. I changed these today so they were as intended again.

Hi @Victor, Not that i'm aware of. We did archive this item. It is still in my list but then as archived, I did this already a few weeks ago. Up untill today we were able to open this request. Mark

Hi, As of today we suddenly get the error below. We are unable to open the ongoing request. Please help how to resolve this as this is an ongoing project. Mark

Hi @James Ainsworth, A few minutes ago we had a major incident, which involved all our customers. Another great improvement to this system would be that you are able to update all linked requests with the same update. At this moment I was busy for about 30 minutes to update 37 requests with the same message / email. You are able to easily resolve the linked requests via the workaround option. When selecting the option accept sollution this resolves the request with the text supplied via the main problem request. In most cases - at least for us - there are updates in between before we can resolve a request of this magnitude. Is this option already in the system? Mark

Hi @Ryan, Any updates on this? Mark