Jamie Noell
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Total activity91
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Last activity
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Activity overview
Latest activity by Jamie Noell-
Jamie Noell created a post,
Light agents should not be in Side conversation child tickets
While a light agent cannot be set as the assignee of a ticket (understandable), a light agent can be selected in the To: field of a Side conversation child ticket. However, when the ticket is crea...
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Jamie Noell commented,
I wholeheartedly agree with the need. Our Explore reports are 'ugly' with the tags that display for drop-down options that have been deleted. While at times, we create a calculated metric to 'marr...
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Jamie Noell commented,
Toby Sterrett, thank you for the suggestions - I am not sure these will work, but I am hoping you can prove me wrong. :) My comments are in italics. 1) synchronize the requester of the child ticke...
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Jamie Noell commented,
We have the same concern as Kai. In addition, for a Side Conversation child ticket, we have a similar situation. Agent A creates the Side Conv child ticket. While Agent A is off work (shift-wise ...
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Jamie Noell commented,
First, thanks so much for this page! 1) Next, when you add role as a column, please show the Custom Role name for agents. 2) Please show the person's default group. 3) Please add an export option...
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Jamie Noell commented,
We used skills based routing, but agreed, we would be able to use it significantly more if… Skills could be in a trigger (i.e., used on a ticket updated, not just at the time of ticket creation) ...
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Jamie Noell commented,
Adam, I am not aware of how this app can handle your request, but we use a webhook at times to change the "recipient" (i.e., the From: email) with this JSON code: You could have a trigger: Ticket ...
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Jamie Noell commented,
It would be helpful for the Side Conversation child ticket to display a signature just as a Side Conversation email does. Ideally, we would be able to choose whether to include the agent signature ...
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Jamie Noell commented,
Great addition! Please include the default group in this listing on the new Team Members page. We often need to audit who has what access but want to divide up the list to the respective group ow...
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Jamie Noell commented,
I raised a ticket for this same issue at least a week ago and am awaiting a response from Zendesk Advocacy. I did another test yesterday, and I was able to redact text from an end user comment but...