SMT

1. Agent guide
2. Ticket management
3. Viewing and understanding SLA targets

It would be a great feature to have control over when the colour changes happen as time expires towards the next SLA breach. For example we have an SLA for a 1st response within 8.5 business hours....

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• SMT
• Created October 06, 2022 13:43
• 1 vote

1. Community
2. Feedback - Ticketing System (Support)
3. Split a Ticket

+1 - We would find this a very useful feature and something we use much more than the Merge functionality that is available natively. When a customer reopens a ticket with a new topic we like to sp...

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• SMT
• Created October 06, 2022 13:39
• 1 vote

1. Community
2. Feedback - Ticketing System (Support)
3. Split tickets

Agree this would be extremely useful. The number of times customers respond to a previous reply with a new query means we regularly split tickets to keep different questions separate. The ability t...

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• SMT
• Created March 17, 2021 12:25
• 2 votes

1. Objects and rules
2. ...
3. Workflows
4. Setting your schedule with business hours and holidays

I'm struggling with setting holidays. I've tried various browsers (Edge, Chrome, FireFox) and all the same. The issue is that even after clicking 'Save' the Cancel/Save buttons remain: If I switch...

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• SMT
• Created March 17, 2021 12:02
• 0 votes