Amanda Gunn
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Total activity276
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Last activity
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Activity overview
Latest activity by Amanda Gunn-
Amanda Gunn commented,
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 reque...
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Amanda Gunn commented,
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.
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Amanda Gunn created a post,
How to notify only CC'd users
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 ...
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Amanda Gunn commented,
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 ...
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Amanda Gunn commented,
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 tic...
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Amanda Gunn created a post,
Explore - Reporting on Pending Timestamp
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 prod...
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Amanda Gunn commented,
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 f...
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Amanda Gunn created a post,
Talk - Agent in Group Doesn't work on Talk tickets
AnsweredHello, 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 ...
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Amanda Gunn commented,
Hi, Is it possible to write something so that the Default form is the only form in the Help Center available to users? We have many forms that are specific to projects that are only seen to our use...
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Amanda Gunn commented,
Thanks Susan. Yes, I have that all set up. I was hoping that calendar hours didn't take in to account weekends and holidays. Changing it to business hours for the SLA would result in a much longer ...