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Alex Hooper

Joined Apr 15, 2021

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Last activity Dec 27, 2023

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ACTIVITY OVERVIEW

Latest activity by Alex Hooper

Alex Hooper commented,

Community comment Feedback - Ticketing system (Support)

Same here. Please fix this.

View comment · Posted Jul 20, 2022 · Alex Hooper

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Alex Hooper commented,

Community comment Q&A - Tickets and email

Hey Jacob, 

That worked! I was close to the same solution but I was using " - ", instead of " -", which made all the difference. Additionally, being a dropdown, I had to modify your solution slightly. 

{{ticket.ticket_field_option_title_ | split:" -" | first }}

Either way. Thanks for the help!

View comment · Posted May 02, 2022 · Alex Hooper

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Alex Hooper commented,

Community comment Q&A - Tickets and email

Thanks for the suggestion, Dave! I saw that article and I've been trying to use the split: option, but I can't get it to work. Also, the use case in the article had to do with nesting, which is similar to my use case, but my values aren't nested. I was hoping I could make it work, but no joy. Still hoping someone has a solution.

View comment · Posted Apr 14, 2022 · Alex Hooper

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Alex Hooper created a post,

Post Q&A - Tickets and email

I have a custom dropdown field that has the following format:

Model - Inventory Number

Example: Model1 - 141

I want to use liquid markup to keep the model number but remove the hyphen and the inventory number. I've tried various strategies, but to no avail. Does anyone have any suggestions on how to accomplish this?

Posted Apr 13, 2022 · Alex Hooper

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Alex Hooper commented,

CommentBusiness rules

If I disable manual tagging, tags can still be added to a ticket via an API or will be added if I have a ticket field that has a tag assigned to it, such as in the case of drop-downs or checkbox fields where the tag option is utilized, correct? 

I just want to make sure that any view, trigger, automation, and SLA that has a tag condition won't stop working by disabling the manual tagging because the tags are still being added to the ticket via an API or a ticket field that is utilizing the tag option. 

View comment · Posted Feb 16, 2022 · Alex Hooper

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Alex Hooper commented,

Community comment Q&A - Objects, workspaces, and rules

Great! Thank you for confirming that. 

View comment · Posted Jun 14, 2021 · Alex Hooper

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Alex Hooper created a post,

Post Q&A - Objects, workspaces, and rules

For clarification, I've created an SLA Policy and included two targets First Reply Time and Next Reply Time. Both are under Normal priority and have the same time duration (16h business).

With the requester's first comments, the policy will only run on the First Reply Time. So the SLA is timing that. Correct?

If the agent responds and then the customer responds again, the Next Reply Time Target will then activate, correct? Since the First Reply Time only measures the time between the first public comment of the requester until the first public comment of the agent. 

I just want to make sure that including two targets like this won't cause the SLA policy to become inactive. 

Posted Jun 11, 2021 · Alex Hooper

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Alex Hooper created a post,

Post Q&A - Objects, workspaces, and rules

We're trying to update ticket fields via API. However, we're getting an error because there's a conditional ticket field (required to solve), which we're not inputting a value into during that API push. Since that ticket field requires a value to solve, it rejects the updates. I've seen this scenario when trying to do bulk updates. Is there a way to update via API and avoid this error?

Posted Apr 14, 2021 · Alex Hooper

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Alex Hooper commented,

Community comment Q&A - Tickets and email

Yep! It does. Thanks.

View comment · Posted Apr 09, 2021 · Alex Hooper

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Alex Hooper created a post,

Post Q&A - Tickets and email

We have an agent that needs to reach out to two individuals from our technical team. They aren't agents or light agents. If the agent simply cc's their email addresses (user profile created) will they get the email notification and be able to respond to the agent and the customer by hitting reply all? Or do they need to be upgraded to a light agent or agent status to interact with the customer even though they've been cc'd to the conversation?

Posted Apr 09, 2021 · Alex Hooper

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