Craig Bailey

1. Community
2. Feedback - Ticketing System (Support)
3. Agent Workspace - Various Issues

We're now the next victim and forced to turn on Agent Workspace which will take us backward with conversation views 30 years. (Email chains have been newest first for at least that long).  This is ...

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• Craig Bailey
• Erstellt 15. November 2023 00:03
• 3 Stimmen

1. Agent guide
2. Ticket management
3. Viewing all events for ticket updates

I used to be able to see the email notification contents. But lately, I'm only seeing the email template? Has this changed? A bug? Do I not remember correctly?? For example, clicking the #200791857...

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• Craig Bailey
• Erstellt 30. August 2023 16:01
• 0 Stimmen

1. Community
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
• Erstellt 4. März 2021 14:50
• 1 Stimme

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
• Erstellt 22. Februar 2021 22:58
• 1 Stimme

1. Community
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
• Erstellt 1. Februar 2021 16:02
• 3 Stimmen

1. Community
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
• Erstellt 26. Januar 2021 21:19
• 1 Stimme

1. Community
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
• Erstellt 4. August 2020 16:13
• 0 Stimmen