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Brian Gibson

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Activity overview

Latest activity by Brian Gibson
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    Brian Gibson commented,

    Jeff - Tried your suggestion, but I have problems with it.  I use Next response, and First Response SLA's, and your method conflicts with it, instantly sending my slaps into failure.  This didn't h...

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    Brian Gibson commented,

    Craig - I've had conversations with Erin about this as well - ideally, we would be able to have a custom SLA that lets us determine which status's it runs in, but until then, something that doesn't...

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    Brian Gibson commented,

    This is extremely unfortunate Erin, and yet again reduces how I can use Zendesk. In the past, Zendesk would recommend to use automations on pending tickets, instead of forcing agents to do manual u...

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    Brian Gibson commented,

    This is a huge disappointment.  I dont need SLA's for on-hold tickets.  On hold means we know it is waiting on something outside of our control, yet if we want to use periodic response, we are tied...

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    Brian Gibson commented,

    My needs: Ability to add an end-user cc via trigger.  for me, this doesnt need to be an open text field, it would be nice, not necessary.  Instead, i just need to be able to select an email from my...

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    Brian Gibson commented,

    My organization needs this as well, high priority item.  An update from Zendesk would be great

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    Brian Gibson commented,

    Amazing. Do you have a rough eta you can give?

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    Brian Gibson commented,

    I would like to create an sla for time between updates in the open status, is that possible? ie: I want my agents to update tickets every 6 hours if they are in open status, not dependent on who t...