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Fernando Duarte

Joined Apr 15, 2021

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Last activity Dec 27, 2023

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ACTIVITY OVERVIEW

Latest activity by Fernando Duarte

Fernando Duarte commented,

CommentViewing and using dashboards

I agree 100% with Heather Rommel!

The idea of a a real time dashboard is to show what they are actually doing

View comment · Posted Jul 22, 2022 · Fernando Duarte

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Fernando Duarte commented,

CommentUsing AI agents for email and web form

I am hoping someone has an insight on how to change the behavior of the answer bot as the experience is frustrating for some customers, 
In their own words:

it appears to be sent me a help article and when I open it, a pop-up asking me if it answers my question, which I don’t know yet because I didn’t read it. If I click yes it says it will close my ticket, which I don’t want. If I click no, then it asks me why and I don’t know yet, again, because I haven’t read it yet. It blocks the article so it’s difficult to read, and if I click the X then it just goes back to the first question.

View comment · Posted Feb 09, 2022 · Fernando Duarte

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Fernando Duarte commented,

Community comment Feedback - Ticketing system (Support)

The Jira Integration does not support Organization fields to sync.

We need to be able to pass the organization value to the linked Jira.  The only workaround here is to create an individual trigger for each Organization to populate a custom ticket field.

Just imagine the load on the system as we continue to add a trigger per organization

 

View comment · Posted Mar 11, 2021 · Fernando Duarte

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Fernando Duarte created a post,

Post Q&A - Objects, workspaces, and rules

We present a field called Severity to our customers in or ticket form which is used to set the initial priority in a ticket.

I want to change the hint for that field to display the definition of each severity as it is selected, like:

"Urgent: System is down or unavailable (Critical Production issue affecting all users)"

Posted Feb 21, 2021 · Fernando Duarte

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