Greg O'Neill SMC

1. Agent guide
2. Ticket automation and collaboration
3. Using side conversation child tickets

Hi Guillermo - CX Lead, you can create the side conversation as an email to the end user and once they reply it will come back into the side conversation in your ticket.  

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• Greg O'Neill SMC
• Created October 05, 2021 21:40
• 0 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Using CCs as conditions for Triggers and Automations

Sorry Kyna, I thought that might have worked for you.  

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• Greg O'Neill SMC
• Created May 28, 2021 05:18
• 2 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Using CCs as conditions for Triggers and Automations

Hi Kyna,   You can create and organisation using your external email address's domain. You can then trigger off any ticket with that organisation.

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• Greg O'Neill SMC
• Created May 28, 2021 01:01
• -2 votes

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Explore report on macro usage

The ability to measure the usage of our Macros would be a very useful tool to monitor not only the most used but those that our Agent are not using so we can find out why these are not used  

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• Greg O'Neill SMC
• Created June 11, 2019 01:22
• 1 vote