Benjamin Kirsch
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Total activity28
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Last activity
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Activity overview
Latest activity by Benjamin Kirsch-
Benjamin Kirsch commented,
Hi Luke, thanks for the question! That is correct. The new Simplified Email Threading Experience will only take affect if you go and update your notification tiggers with the new placeholders.
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Benjamin Kirsch commented,
Hi all, I wanted to provide a quick update on the {{quoted_content}} issue pertaining to agent's personal emails being surfaced in the thread history. We have deployed a fix for this issue so agent...
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Benjamin Kirsch commented,
Hi Mark, thanks for the question! This is not an all or nothing activation and you can implement it on as many notification triggers as you'd like. Because all of the functionality is tied to the...
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Benjamin Kirsch commented,
Hi Matthew, thanks for the question! This feature is tied directly to a new set of placeholders that are now available within Support. To enable the new email experience with your Support instanc...
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Benjamin Kirsch commented,
Hi all, thank you for bringing up the issue about agent's personal emails being surfaced! We're working on a fix for this now and I'll update back in this thread when we have it resolved.
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Benjamin Kirsch commented,
Hi Ryan, yes, that should mean you have access to the Simplified Email Threading Experience. To double check, you can always see if you have access to the {{ticket.latest_comment_html}} and {{tick...
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Benjamin Kirsch commented,
Hi Rafael, thanks for the question. We are still in the process of rolling out Simplified Email Threading to all customers, so the placeholders should be available to you within the the next week....
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Benjamin Kirsch commented,
Hi Rafael, thanks for the question! The {{quoted_content}} placeholder is the threaded message history that will be folded/hidden under the ellipses within an email client.
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Benjamin Kirsch commented,
Hi Kyle, If the requester of the closed ticket is present on the email creating the follow-up ticket, then that person will be the requester on the follow-up ticket. If the requester of the closed ...
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Benjamin Kirsch commented,
Official comment Hi everyone, I just wanted to touch base to say that we're planning to start work on this later in the year (this work is the next project up on the roadmap). We're not able to provide an estimate ...