Craig Bailey

1. Comunidad
2. Feedback - Ticketing System (Support)
3. BUG: A mentioned agent is not added to the Followers list under Internal Note.

We're seeing this behavior more and more ourselves. and it's random to the point I've advised all agents to not use it for now as vital communications are being missed. Just this week I have two cr...

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• Craig Bailey
• Creación4 de marzo de 2021 14:50
• 1 voto

1. Email
2. ...
3. Managing your email
4. Working with email address conflicts in ticket replies

This is confusing as all get out. I don't understand why this is such an issue or important? It says add our agent's email address to the whitelist? We are configured such that any external emails ...

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• Craig Bailey
• Creación22日22:58 de febrero de 2021
• 1 voto

1. Comunidad
2. Feedback - Ticketing System (Support)
3. Use Followers as VIEW parameter conditions

I stumbled on this today. When onboarding new support folks I request to always be added as a follower on their tickets for a period of time. A view is a critical insight into into those tickets an...

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• Craig Bailey
• Creación1 de febrero de 2021 16:02
• 3 votos

1. Comunidad
2. Feedback - Reporting and analytics (Explore)
3. Add CC Attribute to Reporting

Yup, we just bumped into this limitation today as well. It is a really important field for us and reports would provide extreme business value.

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• Craig Bailey
• Creación26 de enero de 2021 21:19
• 1 voto

1. Comunidad
2. Feedback - Reporting and analytics (Explore)
3. [Explore] List of organizations with 0 (or without any) tickets.

We have the same issue. We need to identify organizations whose support renewal is due. However, they may not have submitted any tickets. We could do this with Insights/GoodData. It's frustrating t...

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• Craig Bailey
• Creación4 de agosto de 2020 16:13
• 0 votos