Marc Dufour
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Total activity29
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Last activity
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Activity overview
Latest activity by Marc Dufour-
Marc Dufour commented,
I agree with Ethan Martin There should be a short delay before any triggers are activated. Similar to what is done in online Outlook. You get a delay of 5 seconds to allow you to back out of the se...
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Marc Dufour commented,
I found a deficiency in the first bump logic. Lets say the first bump is a 3 day kick off. If I reply to a ticket that was pending with an update, not asking for any input from the customer, and th...
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Marc Dufour commented,
Note that the last step to clean up also works to remove any bump tags on tickets that are replied to by the client. The ticket is set to "open" which triggers the the clock reset with it being an ...
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Marc Dufour commented,
@... Thanks for the suggestions. I'm doing something similar. I'm adding a don't bump tag to the tickets, but your suggestion makes so much more sense! I'll work on that change now. Of course one t...
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Marc Dufour commented,
Also Andrea above never got a reply. I'm trying to implement the first bump and getting this error. The only difference that I made was that the ticket needs to be assigned to me so I can do some t...
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Marc Dufour commented,
This looks great but I'd like to implement this as an opt-in function. That is to say that all open tickets would NOT bump unless we remove the tag, or add a tag. What would be the easiest way to ...
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Marc Dufour commented,
The API method requires you know the ticket ID. I have 700 tickets I need to delete. That's not fathomable. There should be an option to delete all of the tickets based on "this set of text".
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Marc Dufour commented,
Also, I assume if we add an email notification to the "unassigned" trigger that would work to alert support agents that a ticket was updated for an OOO agent. I'll try that Update, The trigger ca...
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Marc Dufour commented,
If a ticket is updated for an OOO user, and it unassigned to the open pool, If that ticket is reassigned back to the OOO agent as an Open ticket, that OOO tag should be re-added in case it gets upd...
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Marc Dufour commented,
Oh! I did it. There was an Agent Out User Field (seen above) that I changed the tag info but did not delete it. I just deleted it and the app installed properly.