Ian Marston
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Neueste Aktivität von Ian Marston-
Ian Marston hat einen Kommentar hinterlassen
Jake BantzIs there a way in which i can set the triggers and automations to exclude the triage based on presence of a tag added on a previous trigger/automation?
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Ian Marston hat einen Kommentar hinterlassen
I came across this great tool from a 3rd party which allows you to run a health check on most of the config including triggers and automationsI am surprised a similar tool isn't already a part of t...
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Ian Marston hat einen Kommentar hinterlassen
Is it possible to restrict the agent so that they can only create a side-conversation email or child-ticket if it is driven/derived from a macro?
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Ian Marston hat einen Kommentar hinterlassen
Hi David Falé Thanks for the info (provided to another person) re. changing the intent values We use CX engage for phone calls which auto generates a ticket! Its obvious the AI cannot properly hand...
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Ian Marston hat einen Kommentar hinterlassen
I fully agree with Mark Z Customer Care - Can we please have an "Is NOT" option on the 'Received at' condition? I am using a workaround by adding a separate trigger that adds dedicated tag to ticke...
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Ian Marston hat einen Kommentar hinterlassen
Totally agree Ability to create a macro automatically includes any attachments from the main ticket on any side conversation email or child-ticket would be great. As it is already possible manually...
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Ian Marston hat einen Kommentar hinterlassen
Dave Dyson It would be super useful if we could create macros for side conversation emails that inherit attachments from the parent ticket automatically Could you confirm if that is on the roadmap ...
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Ian Marston hat einen Post erstellt
New feature - Side- conversation email, restrict domain names and/or restrict to pre-defined drop down list
Ability to select a list of email addresses from a drop down list, which has been pre-defined by admin during configuration. Alternatively, allow admin to configure so that emails can only be sent ...
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Ian Marston hat einen Kommentar hinterlassen
I have the attachments enabled However, i wondered if anyone knew how i can make it required when submitting a form? Example: Customer reports a damaged product, visits our helpcentre and selects t...
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Ian Marston hat einen Kommentar hinterlassen
On side-conversation emails, how can i set it up on views, so that you can see at a glance which tickets have had a reply to the email but it hasn't been viewed since ticket last opened? A bit like...