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Neueste Aktivität von MineralTree | Support-
MineralTree | Support hat einen Kommentar hinterlassen
Shawna, I appreciate you chiming in here. As big of a problem it is that this functionality is not in the product nor has been delivered in the timeframes laid out, the bigger problem for many of u...
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MineralTree | Support hat einen Kommentar hinterlassen
We use 2 ticket custom fields that are also required for resolution. They are both drop down types. One field is "classification" where the agent must select a classification, for instance "Login::...
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MineralTree | Support hat einen Kommentar hinterlassen
What I need to do is combine two 'channels' into one. We consider "Web" and "Email" as the same channel. Right now my reporting looks like this... I want to add Web+Email so I show them as o...
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MineralTree | Support hat einen Post erstellt
Identifying a VIP Organization On The Ticket
BeantwortetWe have a need that I can't imagine is unique to us: We need our agents to be able to quickly identify that an incoming ticket is from a VIP customer. Tagging the VIP orgnizations is an easy thing ...
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MineralTree | Support hat einen Kommentar hinterlassen
thanks for the response. I'll take a look at this.
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MineralTree | Support hat einen Post erstellt
Standard Calculated Attribute to combine Ticket Channel
BeantwortetIt's been a while since I've written a Standard Calculated Attribute and I'm failing miserably. I need to combine the "Email" and "Web" values of the Ticket Channel attribute. Any guidance would be...
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MineralTree | Support hat einen Kommentar hinterlassen
Hey, that was it. Actually, once I changed the "metrics" to tickets updated" and the filter to "update - timestamp" it all fell into place. A big THANK YOU for this.
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MineralTree | Support hat einen Kommentar hinterlassen
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MineralTree | Support hat einen Kommentar hinterlassen
No, because the ticket is getting updated during "this week" but the CSAT score was given back in October. So I need to filter on when the CSAT score was actually given.
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MineralTree | Support hat einen Kommentar hinterlassen
Pedro Rodrigues (opservator.com) that's not giving me the results. I created that exact standard calculated attribute and added it to the report. I then excluded NULL values and the "old bad CSAT" ...