bill cicchetti
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Last activity
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Activity overview
Latest activity by bill cicchetti-
bill cicchetti commented,
Hello All, Wonder if someone could direct me in the right direction. I am trying to create a report showing the average resolution time for tickets closed within certain time brackets such as : Las...
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bill cicchetti commented,
One caveat to using the custom ticket statuses to create a "on-hold" status for clients to see in their My Activities page: You cannot filter on "on-hold" The tickets are still considered "Open" ...
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bill cicchetti commented,
Can you confirm whether these custom statuses still can't be used in Explore to determine the duration a ticket has been in this particular custom state?
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bill cicchetti commented,
Scott Burnham: Where are you seeing the custom statuses showing as the field ids?
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bill cicchetti commented,
I have a question on the "Tickets Assigned" field. Is this the # of tickets assigned to an agent or the # of tickets an agent assigned to another agent?
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bill cicchetti commented,
I reviewed the article but still unclear. I see its mentioned that a customer can opt-out. Is that opting out of Agent Workspace or the markdown functionality? If its the latter, as I mentioned ...
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bill cicchetti commented,
Support said only using CTRL-SHIFT-V to paste into ZD would disable the markdown conversion. Is this what you are referring to? Support had no other options
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bill cicchetti commented,
I was told by support that the markdown functionality cannot be turned off. Is this correct? If so then the above statement is inaccurate and quite frankly unacceptable. Our support team works w...
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bill cicchetti commented,
Cant this be done using the new custom ticket statuses?
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bill cicchetti commented,
Lila Kingsley: Thanks Lila for the information. Since we currently are not using any other channels other than requests coming in via email, phone (tickets manually created by Agents) and the webf...