Anaïs France
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Recent activity by Anaïs France-
Hi Remi, thanks for your reply. 1. I was talking about email address added as a CC, not that of the requester. Or, do you mean that if an unregistered email is added as a CC by a requester, that ti...
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Thanks for your confirmation, Madison. I was imprecise in my message as to {{ticket.id}}, but I was refering to the formula #{{ticket.id}} which apparently behaves the same way as {{ticket.link}}, ...
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Thanks for your reply Susan. I must confess that I don’t see any big risk in stopping the SLA while the issue is in development, and we consider not necessary to give periodic updates in this case ...
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Hi ! I'm confused about which URL the placeholders {{ticket.link}} and #{{ticket.id}} point to. It looks like in some case, they render the URL in the help center (/hc/requests) and sometime the ti...
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I am using the pausable update metric and I would like to have it paused while the dev team is working on the issue (for a bug fix or a new feature implementation), after having given the time esti...
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@..., thanks for the clarification ! Actually it would have been interesting for us if a reply to a side conversation could become a public reply: in some cases, we are relying on the public reply ...
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Hi there ! I'm not sure to understand when a reply to a side conversation becomes public or not. When someone replies to a side conversation notification created by a trigger, the reply becomes a ...
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Thank you Susan !
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Ok, thanks Susan. When an end user enters a comment, does the ticket status automatically becomes open (from pending or on-hold) ?
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Hi there ! I read that the Next reply metric begins with the oldest unanswered customer's comment. Does the term "customer" mean any end user, not necessarily the requester ? That is, CCs added by ...