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Richard Dawson
Joined Apr 16, 2021
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Last activity May 26, 2022
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Latest activity by Richard Dawson
Richard Dawson commented,
It would be great if the answer bot suggested articles as well. Otherwise it doesn't really work to be able to search articles in the help center and not the bot.
View comment · Posted Mar 09, 2022 · Richard Dawson
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Richard Dawson commented,
Tod,
This updates the group on the ticket. I want to update the group on the organization record when the organization is created which needs to happen before the ticket is created.
View comment · Posted Jan 04, 2022 · Richard Dawson
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Richard Dawson commented,
Is there a way to automatically assign a group to a new organization? We are using Zapier to create new organizations and we have multiple brands so I'd like to be able to automatically add a group to the organizations. I was thinking maybe with webhooks but wasn't sure how that would work. Any suggestions?
View comment · Posted Jan 03, 2022 · Richard Dawson
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Richard Dawson commented,
Lauren Ward were you able to figure out the formula? I'm looking to report the same metrics. Would you be willing to share the formula?
View comment · Posted Dec 02, 2021 · Richard Dawson
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Richard Dawson commented,
Is there a way that I can create a report similar to this but I want to show each ticket and which article is linked to it so I can see which tickets we don't have good articles for?
View comment · Posted Nov 12, 2021 · Richard Dawson
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Richard Dawson commented,
How would you write this if you wanted to group your First reply time by the week of the year. I want to see the reply time for the tickets updated each week so if a ticket gets opened on a Friday night. We won't respond to it until Monday which is the following week. Otherwise, when I report the week's response times it will change later on that day and it will make my reporting look in accurate.
View comment · Posted Jan 20, 2021 · Richard Dawson
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Richard Dawson commented,
Erika,
The article doesn't solve my issue. I want to add a field that is on the organization to the user record as well.
View comment · Posted Aug 14, 2020 · Richard Dawson
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Richard Dawson commented,
How would you go about putting and organization field on a user record?
View comment · Posted Aug 06, 2020 · Richard Dawson
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