Set default email template when answering to an email from the timeline


The current process of selecting a template when answering to an email from the timeline is very time consuming and not user friendly. Right now the user needs to open the email, click on reply, then insert template, select the template, confirm changes and only then can start answering. There is...

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Category: Customer Service (Case Management / Queues) (44)

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Needs Votes

SLA should be measured in working hours and not include off work hours as well


Currently SLA cannot be set up to only look at working hours but also off work hours need to be added to prevent cases from being escalated too soon. As a result especially for reporting the figures get quite confusing as they don't show the actual (working) time spent on the case but the total t...

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Category: Customer Service (Case Management / Queues) (44)

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Needs Votes

Add attachments when composing an email from the timeline


When composing a new email from the timeline, there should be a button to add attachments so that users can send emails with templates to the customers directly from the timeline.

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Category: Customer Service (Case Management / Queues) (44)

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Needs Votes

See the availability of contacts when sending an email


When working on cases it is often required to reach out internally. If doing so by email using the built-in email functionality of CS app, it is not possible to see, whether a contact (internal) is available or not. It would be nice to have the same feature as in Outlook, where, before sending an...

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Category: Customer Service (Case Management / Queues) (44)

STATUS DETAILS
New

Timer to stop counting outside business hours


With the current setup of CS app, the SLA will include non-working hours when an agent starts working on a case and continue counting down. This however is pretty much confusing for the agent as the numbers you might get shown on the SLA vary. Instead what should be done, is, that the admin confi...

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Category: Customer Service (Routing, SLA) (59)

STATUS DETAILS
New