Varun Garg Founder

We migrated a client from Zendesk to D365 and we have 300 users on the system. The agents used to have a feature in the Zendesk which allowed them to see who is on the ticket even before they assign the ticket and this feature is available on the List of the tickets and also the when they open the ticket. The agents are used to this and its integral part of their workflow as they work on the tickets that they don’t pick the tickets if someone is already on the ticket. The agents work on self-assign mode and this is why its critical to them and this affects their efficiency on the handling of the tickets which is high importance to them as its one of their KPI.

We have about 300 agents and they would like the ability to go into their Ticket(Case) and send an email from right there rather than clicking on the + button and then going to a new screen which does not display all the information on the ticket.

Going to the email screen they loose all the relevant information and have to think what needs to be the message and also not being able to copy and paste from there.

The users in our implementation would like to see the complete ticket(case) details on the Email screen when sending an email. They would like this to make it easy for them to understand the context when responding to an email and provide better information in the email.

When on a list view, the ability to enter a page number rather than just the ability to next/prev/last/first.

Sometimes when the list is long and they are working on say page number 3, they would like to jump to page 3 directly rather than going next next.