Craig Bailey

1. Community
2. Feedback - Ticketing System (Support)
3. BUG: A mentioned agent is not added to the Followers list under Internal Note.

We're seeing this behavior more and more ourselves. and it's random to the point I've advised all agents to not use it for now as vital communications are being missed. Just this week I have two cr...

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• Craig Bailey
• Created March 04, 2021 14:50
• 1 vote

1. Email
2. ...
3. Managing your email
4. Working with email address conflicts in ticket replies

This is confusing as all get out. I don't understand why this is such an issue or important? It says add our agent's email address to the whitelist? We are configured such that any external emails ...

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• Craig Bailey
• Created February 22, 2021 22:58
• 1 vote

1. Community
2. Feedback - Ticketing System (Support)
3. Use Followers as VIEW parameter conditions

I stumbled on this today. When onboarding new support folks I request to always be added as a follower on their tickets for a period of time. A view is a critical insight into into those tickets an...

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• Craig Bailey
• Created February 01, 2021 16:02
• 2 votes

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Add CC Attribute to Reporting

Yup, we just bumped into this limitation today as well. It is a really important field for us and reports would provide extreme business value.

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• Craig Bailey
• Created January 26, 2021 21:19
• 1 vote

1. Community
2. Feedback - Reporting and analytics (Explore)
3. [Explore] List of organizations with 0 (or without any) tickets.

We have the same issue. We need to identify organizations whose support renewal is due. However, they may not have submitted any tickets. We could do this with Insights/GoodData. It's frustrating t...

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• Craig Bailey
• Created August 04, 2020 16:13
• 0 votes