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Topics started by pedrolunardi

4 Topics

pedrolunardi
Skilled Expert
pedrolunardiSkilled Expert
asked in How do I....?

Source URL

Hey guys. All good?ExampleHas anyone here ever thought about using the ticket's source URL for some tagging automation? Any idea?We have some standard URLs where we make our ticket opening form available and I would like to automate some actions for tickets that are created from them.

2
pedrolunardi
Skilled Expert
5 months ago
pedrolunardi
Skilled Expert
pedrolunardiSkilled Expert
posted in Ticketing & Agent Productivity

Management of predefined responses

Hey guys. All good?I would like to understand how you manage your predefined asnwers, the templates?Here in our team, we find it difficult to identify when people use or dont using it, because everyone has their answers registered on their machines, offline. However, this causes us problems with tone of voice, standardization of processes, etc. And within Fresh we were unable to have a report on the use of these responses, nor a search tool to manage them.If anyone has any tips it would be great! :D

2
Sreejith S
Community Debut
8 months ago
pedrolunardi
Skilled Expert
pedrolunardiSkilled Expert
asked in Analytics, Reports & Dashboards

Data about the use of templates

Hey guys. All good?I did a search and couldn't find it, sorry if I'm asking something that has already been discussed.Currently, we have a problem with agent engagement regarding the use of predefined answers. At the same time, fresh does not provide any kind of metrics regarding templates.Does anyone here know of a way to measure predefined answers usage?If only this was in the "show activity" reports, we could map it to quality monitoring. However, we don't have any log of that record.If anyone knows anything about this or any stopgap measures, that would be really great!

2
pedrolunardi
Skilled Expert
1 year ago
pedrolunardi
Skilled Expert
pedrolunardiSkilled Expert
asked in Automations and Workflows

Update automations

Hello guys. How are you?Currently, when we put a condition that considers the description text, Fresh understands that it's just the FIRST message sent via description, correct?Has anyone ever needed to do an automation that looked at any message sent, regardless if it's the first one or not? Any palliative measures for these cases?I think of this for subject and keyword mapping automations. It would be nice!

3
Aishvarya
Community Manager
1 year ago

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