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Brettany Rhodes

Joined Apr 16, 2021

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Last activity Jan 09, 2025

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ACTIVITY OVERVIEW

Latest activity by Brettany Rhodes

Brettany Rhodes created a post,

Post Q&A - Reporting and analytics

I'm looking for an option to locate problem tickets without an incident attached. I've created an Explore report that will include problems with incidents, but it does not pull in the problem tickets without incidents. 

Thanks!

Brettany

Posted Jan 07, 2025 · Brettany Rhodes

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Brettany Rhodes created a post,

Post Q&A - Users, groups, and organizations

I'm looking for a way to update an Organization field (Onboarding Status) after a predetermined amount of time. I need this status changed at the Org Level, not the ticket level.

For example:

Organization field > Onboarding Status field = Early Adoption

after 90 days change the 

Onboarding Status field = Onboarding Complete

Posted May 03, 2024 · Brettany Rhodes

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Brettany Rhodes created a post,

Post Q&A - Tickets and email

I'm looking for a way to a macro, or possibly an internal note added when an agent first opens a ticket. We need to set reminders for agents to add certain documentation before taking action on the ticket (pending, on-hold, solved).

Is there an option or workaround to do this?

Posted Mar 13, 2024 · Brettany Rhodes

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Brettany Rhodes commented,

CommentTicket management

We are still only seeing the 12/8 split as well, when will the 30/10 split be available? Is there option in Admin that needs to be turned on?

View comment · Posted Oct 02, 2023 · Brettany Rhodes

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Brettany Rhodes commented,

Community comment Feedback - Reporting and analytics (Explore)

+1 Need a report to find tickets that are marked incidents and not tied to a problem ticket. Also, seeing how many incidents are tied to a problem ticket would be extremely helpful.

View comment · Posted Jul 18, 2023 · Brettany Rhodes

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Brettany Rhodes commented,

CommentTicket management

I'm needing to audit all views and who they are available to. Is there a way to export the views list?

View comment · Posted Mar 22, 2023 · Brettany Rhodes

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Brettany Rhodes commented,

Community comment Feedback - Ticketing system (Support)

Any update on this feature request for unmerging tickets?

View comment · Posted Sep 27, 2022 · Brettany Rhodes

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Brettany Rhodes commented,

CommentEnd users and organizations

When setting an individual user to Can view all org tickets in their user profiles. Does this user have edit rights to all org tickets or is it view-only access?

View comment · Posted Aug 24, 2022 · Brettany Rhodes

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Brettany Rhodes commented,

CommentBusiness rules

We have a trigger set up to send a notification to Slack if a ticket is received with "red flag" keywords indicating a high emergency issue is taking place. The notification is working fine, but the agents are requesting the Slack notification contain the red flag word. Is there a way to include a word or phrase when listed as an "ANY" condition for the comment/subject text? Attached are samples of the trigger created and the Slack notification received. Any help would be appreciated.

 

View comment · Posted May 16, 2022 · Brettany Rhodes

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Brettany Rhodes commented,

Community comment Feedback - Help Center (Guide)

Any update on this? I'm looking for a solution to send a notification to a Slack channel each time a new online help article is published.

Has anyone come up with a work around to send a notificate to Slack when articles are published without creating a ticket?

View comment · Posted Apr 13, 2022 · Brettany Rhodes

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