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Joshua Bentley

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    Joshua Bentley hat einen Kommentar hinterlassen

    Thanks for the reply, James. I also got your direct message to me.  It seems like you may not have read my post thoroughly since I specifically said in my post that I do not have "Ticket: Organizat...

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    Joshua Bentley hat einen Post erstellt

    Trigger for No Organization

    I'm trying to create a trigger to update a ticket field when an org doesn’t exist in our system yet. I have tried following the instructions provided in this article, however I’m not seeing a “-” o...

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    Joshua Bentley hat einen Kommentar hinterlassen

    Hello!  I'm not seeing a "-" for Organization. Can I just leave it blank? I'm trying to update a ticket field when an org doesn't exist in our system yet and I haven't been able to get anything to ...

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    Joshua Bentley hat einen Kommentar hinterlassen

    Hey there, Nacho Santana! I'm trying to find a link for any existing requests to improve statuses and status behavior. Can you help? The way Closed tickets are currently handled has a pretty major ...

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    Joshua Bentley hat einen Kommentar hinterlassen

    Lou Thanks for getting back to me. Here's a breakdown of the scenario: Customer emails support team. Customer escalates to my attention as the supervisor. I reply to the customer. Customer replies...

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    Joshua Bentley hat einen Kommentar hinterlassen

    Chandra Robrock - Thank you! But wouldn't that send me an email for any ticket that gets a comment update, not just my own?

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    Joshua Bentley hat einen Kommentar hinterlassen

    I've turned off the default triggers that notify the assignee when the requester replies, but I'd like to continue to receive those email notifications. How can I make it so that triggers like "Not...

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    Joshua Bentley hat einen Kommentar hinterlassen

    CJ - you are amazing. Thank you! This is a step in the right direction. Let's see if we can get closer. Could we adjust this formula to look for tickets that got changed from NULL to either group_i...

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    Joshua Bentley hat einen Kommentar hinterlassen

    Thanks for the reply, Jahn Bronilla. For clarification, here's what happens usually: Ticket is created in Group A based on triggers using "received at". Ticket is worked on by agent in Group A the...

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    Joshua Bentley hat einen Post erstellt

    Ticket Group at time of creation

    I need to be able to report on how many tickets were created in Group A. It is irrelevant where they ended up, I only care about where they started. Thanks!