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Joshua Bentley

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Activity overview

Latest activity by Joshua Bentley
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    Joshua Bentley created a post,

    Permissions Per Custom Field

    Answered

    Hello! It's possible I'm not searching the KB for the right terms, so forgive me if this has been asked and answered. What I'm trying to do is create ticket field that will be updated based on a us...

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    Joshua Bentley created a post,

    Triggers for handling weekend assignments

    Answered

    In this article, Graeme gives suggestions on using liquid to reply to customers with a different message depending on the day. I'm trying to do something similar, but since I'm not as familiar with...

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    Joshua Bentley commented,

    Based on what I've read in this thread, it seems like an easy solution (or at least a workaround) would be to have the system automatically assign follow-ups to the agent and if that agent is no lo...

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    Joshua Bentley created a post,

    Secondary Email Address Placeholder

    Hello! For some of our clients, my team will use a different email address and signature. These are for customers of our white glove service and when my team corresponds with them, it will be throu...

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    Joshua Bentley commented,

    I agree with Jeff on the need for GoodData to provide reporting for Help Center metrics. Specifically, I want to be able to see page views for articles that are NOT internal articles. My team uses ...

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    Joshua Bentley commented,

    I like the app, but I've been hoping it would give an option to paste the text of the article into the ticket if an agent wanted to. Just linking to an article seems like it'd be simple enough to i...

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    Joshua Bentley commented,

    Hi, Nicole - thanks for asking. No it doesn't because it needs to be on-demand. Can a trigger work that way that as soon as an email target is added, it sends the notification?

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    Joshua Bentley commented,

    Agreeing with Sebastiaan and Elyssa here.

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    Joshua Bentley commented,

    Hi, Jesse - certainly! If I'm not giving you what you want, let me know what specific details you're looking for. Workflow 1 - We create tickets on behalf of customers regularly. Some of those tick...

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    Joshua Bentley created a post,

    SLA's on Pending tickets

    I'm trying to set up SLAs to report on how long it takes us to reply back to a customer in two situations: when the ticket is either Open or Pending. For Open tickets, our SLA should be 8 business ...