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Amanda Gunn

Joined Apr 15, 2021

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Last activity Dec 29, 2023

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ACTIVITY OVERVIEW

Latest activity by Amanda Gunn

Amanda Gunn commented,

CommentUsing themes and customizing your Help Center

Any idea what to remove in the code to hide the CC tab from users?

View comment · Posted Nov 01, 2023 · Amanda Gunn

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Amanda Gunn created a post,

Post Q&A - Help center and community

How can I remove this tab from showing in the help center when users are on their activities page? Cannot find location in code

Posted Nov 01, 2023 · Amanda Gunn

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Amanda Gunn commented,

CommentTicket automation and collaboration

How come when requester comments on ticket the requester and cc'd users are being notified about the ticket update - in this scenario we would only want the cc'd users notified.

I thought the requester is suppose to be suppressed in this notification?

View comment · Posted Jun 19, 2023 · Amanda Gunn

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Amanda Gunn commented,

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

Was there any resolution to this? I am also struggling to have this occur. My trigger is not automatically suppressing the email alert to the requester when they make an update on their ticket.

View comment · Edited Jun 19, 2023 · Amanda Gunn

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Amanda Gunn created a post,

Post Q&A - Tickets and email

Hello,

I am seeing that there is supposed to be some kind of suppression occurring with the email user > requester and cc, but I don't see this to be the case.

All our end users comment on tickets in the help center. When the requester of the ticket adds a comment on their ticket a notification trigger is sent both to the requester and the cc'd users. We wouldn't want the requester to get that email trigger notification because they made the comment, just the cc'd users.

What condition(s) do I have in trigger that are missing or causing issue?

Amanda

Posted Jun 19, 2023 · Amanda Gunn

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Amanda Gunn commented,

CommentAdditional ticket channels

Hello

Is there any plans to have cold call transferring? We have situations where we need to transfer call to an agent who is not maybe available at that moment, but I would still like to transfer to that agent, and if they don't pick up then caller can leave a voicemail ticket, and that agent can pick up and listen to ticket later, but it won't let me transfer until agent picks up.

I see someone above states about transferring them when voicemail kicks on but I am not getting voicemail to kick on when I am waiting during transfer - it rings to agent and then when agent doesn't pick up it comes "back to me" and user is on hold. Is there a setting we maybe don't have configured to get the voicemail option to start?

Thank you,

Amanda

View comment · Posted Apr 13, 2023 · Amanda Gunn

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Amanda Gunn commented,

Community comment Feedback - Reporting and analytics (Explore)

Hi CJ Johnson

Thank you for that information, that is unfortunate.

I tried using the Datefirst function, but I don't think I have it right, as it now seems to produce the timestamp for when the ticket was created again, if the ticket was updated to pending, and not the timestamp of the pending action. Do you know what I am doing wrong?

View comment · Posted Dec 14, 2022 · Amanda Gunn

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Amanda Gunn created a post,

Post Feedback - Reporting and analytics (Explore)

Hello

I need help creating a report where I can see the timestamp a ticket went to a status of Pending and ONLY the first time. Here is a screenshot of what I have so far. I got the time stamp producing but:

1. How can I get it to only be about the first timestamp a ticket went to pending

2. How can I get it so the timestamp of the pending is in line with the timestamp created?

Pending timestamp standard cal attribute syntax

Thank you

Amanda

Posted Dec 05, 2022 · Amanda Gunn

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Amanda Gunn commented,

CommentMeasuring success

Hello,

I have a question regarding the following:

  • SLA first reply time targets are fulfilled when a ticket is solved, even if the ticket never had a public comment from an agent.

Does this mean for Chat tickets where we have the chat transcript getting added/appended to the Support ticket as a Public comment from the End User that if the Agent goes to that support ticket and fills in remaining Agent only required form fields and marks ticket as solved without a public reply, as no further communication is needed, the SLA will be considered met or breached based on the time the Agent marks the ticket as solved?

I do see in the ticket events that the SLA policy is being applied, hard to tell what the specific event line that shows if its met or breached, if that can even be seen.

Thank you

Amanda

View comment · Posted Jan 24, 2022 · Amanda Gunn

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Amanda Gunn created a post,

Post Q&A - Talk and text

Hello,

Is there  a creative solution, workaround for the following use case?

Agent is in Groups:

Group 1

Group 2

Group 3

 

Agent is a Talk agent, but only for calls routing to Group 1 and 2. Agent doesn't need/work the Phone calls for Group 3. But agent needs access to see Group 3 tickets and work on perhaps other channel tickets - web widget email etc.

 

Thank you,

Amanda

Posted Aug 27, 2021 · Amanda Gunn

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