Anaïs France
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Recent activity by Anaïs France-
Hi Philipp, Thanks for your answer and sorry for my slow reaction. When you say "there isn't a native way" - is there a way for a developper ?
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I find this feature (follow-up tickets) intersting but it would be nice to have the possibility to unlink to the old ticket in the agent space if the new issue has nothing to do with the old topic.
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Ok, thank you. That seems to be clear ! Good day to you !
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Thanks a lot for your prompt reply. I've already had a glance at this article, but I went through this more carefully this time. There's no mention about the case of restricted access with the allo...
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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 ...