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Dan Borrego
Joined Apr 16, 2021
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Last activity Oct 31, 2023
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Latest activity by Dan Borrego
Dan Borrego created an article,
Question
How can I measure how long a ticket sat with the last group before the ticket was solved?
Answer
Yes. See this article section: Calculating how long tickets sit with their last support group.
Edited Dec 13, 2023 · Dan Borrego
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Dan Borrego commented,
Unfortunately, we don't have any native way to hide the mandatory fields in the form and show them only when clients have finish filling the other fields in the form.
I suggest you leave that as feedback in the feedback section here in the community
If that helps, you can hide completely the description and subject fields by editing the code as described in this instructional article.
View comment · Posted Oct 26, 2023 · Dan Borrego
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Dan Borrego created an article,
Question
Is there a limit to how many websites I can add my Web Widget to?
Answer
There is no limit to how many external pages or websites you can embed the Web Widget code to.
For more information, see these articles:
Edited Dec 14, 2022 · Dan Borrego
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Dan Borrego created an article,
Question
I selected a Due date in the Task ticket field type and I cannot remove it. How can I remove or update the date?
Answer
Once a due date is set within the task ticket field, you can remove or update the date by changing the type of the ticket.
Update the type field to a question, problem, or incident and submit the update. Then, set the ticket type back to task and the due date is cleared.
For more information, see the article: System ticket fields.
Edited Sep 16, 2022 · Dan Borrego
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Dan Borrego created an article,
Question
I want to transfer a chat to a group or agent I am not part of. Is it possible in Agent Workspace?
Answer
Yes, you can transfer the chat to a group or agent in a group that you are not part of in Agent Workspace. Select any online group or agent in the Assignee field to transfer the chat.
For more information see the article: Transferring a chat.
Edited Jan 12, 2023 · Dan Borrego
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Dan Borrego commented,
Unfortunately no. This Sell native report cannot be exported at this moment.
I suggest you provide your feedback, so the product team can understand the impact it has on you and other clients.
Hope it clarifies your question, and please feel free to send us any other you may have.
View comment · Posted Feb 18, 2022 · Dan Borrego
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Dan Borrego commented,
I can see that you are not yet part of the improved performance for large queries, EAP (early program access).
In our community, you will find all information related to this EAP. I would recommend that you read this post first to understand it better.
You can also divide your report into smaller parts (filtering for time ranges, for example) and export data in blocks.
I hope this answers your question, and feel free to reach back out to us in case you have additional ones.
View comment · Posted Feb 11, 2022 · Dan Borrego
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Dan Borrego commented,
Unfortunately, it is not possible to use AND or OR as operators in an advanced search.
Although, if you are using 2 values of a field that doesn't accept multiple values the system automatically understands you are searching for one value OR the other (e.g. status:open status:new), in the example you provided it is impossible to receive a response the way you are looking for (Tickets created on 2021-12-22 OR Tickets updated on 2021-12-22).
Please feel free to post any other questions you may have.
View comment · Posted Jan 06, 2022 · Dan Borrego
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Dan Borrego commented,
I would like to see some examples, so I am creating a ticket for this comment and you can provide me with some extra information there.
Thanks,
View comment · Posted Dec 27, 2021 · Dan Borrego
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Dan Borrego commented,
Normally the reason you are not able to see it is that there is no data available on the last 8 hours.
By no data available I mean, so chat started and completed No Call initiated and finished, or no ticket opened and closed.
If you believe you have a problem with the dashboard, please submit a ticket, and we will investigate it further for you.
View comment · Posted Dec 27, 2021 · Dan Borrego
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