Amy Waugh
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Total activity67
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Last activity
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Member since
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Following0 users
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Votes19
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Activity overview
Latest activity by Amy Waugh-
Amy Waugh commented,
Hi We have had a ticket responded to within the first reply time but the ticket got solved at the same time. The customer replied to the ticket, opening it back up but the SLA have not shown to r...
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Amy Waugh commented,
We have first reply time, next reply time and pausable update on the same SLA. I would understand the first reply time not working for recently opened tickets from being solved but the other two....
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Amy Waugh commented,
Can you get SLAs to work on reopened tickets that have been solved? As we have some customers who reply to a solved ticket about another query.
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Amy Waugh commented,
same here
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Amy Waugh commented,
Hi I was having a go at testing this in sandbox before implementing in live and it didn't seem to apply the SLA on tickets where agents are the requester, when it did on non-agent requested tickets...
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Amy Waugh commented,
Hi The SLA's function doesn't seem to work if the requester is an agent. Is there a way around this so that all tickets regardless of the role of the requester can use the SLA feature.
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Amy Waugh commented,
Hi When I do that I get However on the ticket I get
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Amy Waugh commented,
I have not added it to the email template screen as I don't really know where to add it. I want it to appear below the comments we send.
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Amy Waugh commented,
I think that the link to the image might be a problem. I got the image in an email and right clicked and clicked copy link address. I am using [![YourHR](https://mail.google.com/mail/u/0/?ui=2...
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Amy Waugh created a post,
How do I add a URL as an image to my email signature?
Hi I am trying to add a URL as an image to the email signature, but it only shows in Zendesk, not in the email that gets sent. Can someone help?