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  • Managing Tickets When Requester is an Agent

    If I update a ticket and set the status to a status above Open, and the End-User replies to it, the status changes to Open. This is great because we hide Pending and above from our default view, an...

  • Auto-Close or Auto-Solve Tickets in Pending for Set Time


    I'd like to set a ticket to solved if it has been in Pending status, and the last public comment is from an Agent. I have kind of made it work by creating a trigger that adds a tag to a ticket when...

  • Copy/Paste Images in Help Center Articles

    Hello I know copy and paste has not worked to insert an image directly into the body of an article in the Help Center, but have been using a work around for it. When creating articles in the Help...