Andrew Goetz
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Neueste Aktivität von Andrew Goetz-
Andrew Goetz hat einen Kommentar hinterlassen
James G Thanks for this guide, just what I was looking for to modify the existing brackets of Agent Replies Brackets metric. However, I hit a snag when building the Standard calculated attribute fo...
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Andrew Goetz hat einen Kommentar hinterlassen
I like some of that Tim, and also tried something similar (having a tag disable the SLA), but consider the following scenario: You have an SLA policy with a 'Pausible Update' of every 24 hours (pu...
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Andrew Goetz hat einen Kommentar hinterlassen
+1 Not that I am expecting my request help move this functionality forward (so sad to upvote a 10 year old feature request)
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Andrew Goetz hat einen Kommentar hinterlassen
We actually use on-hold the most in the following instances: Customer requests help with something in the future, so we put it on-hold until that date and time. The customer has hit a bug which wi...
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Andrew Goetz hat einen Post erstellt
Functionality to pause an SLA
GeplantHi team, Imagine that I have an SLA policy that requires first reply in 30 minutes and updates every 1 hour following that. Very often, customers will write in with an urgent issue and request a sc...