We upgraded to Suite Growth, thinking it would provide new and improved functionality over the grandfathered chat only scheme we had been on. After weeks of trying to get this working, we have had to revert back to the old style chat and switch off the Agent workspace. There are two main reasons for this: The audio prompts don't work and the stupport ticket inbox doesn't show tickets unless you refresh it.
The sounds that are supposed to come through when a new ticket is raised do not work. We have checked all settings, had all agents logged in and set to online, and still no audio prompts. Yet, on chat, these work without any issue. There is also no visual prompt that a ticket has been raised, unless you are sat looking at the support area at all times to see the button light up. On chat, the tab of your web browser will prompt you that a chat is waiting. It doesn't sound like much, but when the team managing incoming queries is the same team that are doing 100 other things, this prompt and consistent sound notifications are important.
The primary reason why we find the ticketing system and agent workspace to be unusable is because the ticket inbox doesn't show anything that has come in unless you manually refresh it or navigate away from it and come back. This is a glaring oversight in my opinion. Even a member of staff whose sole job it is to sit there and watch the ticket inbox would have to remember to click refresh every minute or so to make sure they haven't missed a ticket that a customer wants an immediate response to. Chat, on the other hand, immediately shows an incoming chat. I would've thought this to be a very basic requirement of the ticketing system that should have been in place before going live with it?
Thoughts and possible fixes to these issues would be appreciated. Thanks.