Traian Vila
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Total activity23
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Last activity
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Activity overview
Latest activity by Traian Vila-
Traian Vila created a post,
Triggers / Automations should be able to pause the First Reply SLA on Pending
Hey everyone, At this point the First Reply SLA target is being achieved only by a public agent comment - I understand that simply setting the status in Pending is not something that anyone would w...
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Traian Vila commented,
+1 we get tickets from slack, telegram, discord private groups/channels and need the ability to set the right Org in the trigger that matches the specific channel.
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Traian Vila commented,
From my point of view this is a bug, it really defeats the purpose of a required field if one is allowed to close a ticket with empty value. Also it didn't use to be like that, I suppose this was i...
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Traian Vila created a post,
Field changes time calculation by business time
Hello, I'm using Field changes time to show up the time spent by a ticket in various values of a custom field. Is there a way or plan to have this calculation on business hours ? Or any suggestion ...
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Traian Vila commented,
@... thanks, unfortunately On-hold doesn't pause the Requester Wait Time, that would mean to use the Agent Work Time as resolution time SLA. We have various escalation points and wanted to use on-h...
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Traian Vila commented,
Hello, Our use case is rather simple but tied to a strict Requester Wait Time SLA. We need a custom status that would pause the SLA for the tickets waiting for a defect fix. I've tried various opti...
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Traian Vila commented,
+1
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Traian Vila commented,
We also need this, the use case: We have integrated Jira and Zendesk and want our customers to be able to track the linked Jira bugs through Zendesk without actually keeping the support tickets ope...