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Sam

Joined Apr 16, 2021

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Last activity Feb 13, 2025

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ACTIVITY OVERVIEW

Latest activity by Sam

Sam commented,

CommentTicket customization

Is there an ability to change custom ticket status Colors?  

 

I am curious to know if Accessibility considerations were made with the color choices and gradations, as I've gotten reports that the white font on the yellow color (within the ticket agent view) is not legible to some users.

 

There should be a straightforward way for admins to edit the colors at the level of the Status Categories if custom statuses are enabled, otherwise Status configuration.

View comment · Posted Feb 05, 2025 · Sam

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Sam commented,

Community comment Feedback - Ticketing system (Support)

Yes-- I would also be curious to know if Accessibility considerations were made with the color choices and gradations, as I've also gotten reports that the white font on the yellow color (within the ticket agent view) is not legible to some users.

There should be a straightforward way for admins to edit the colors at the level of the Status Categories if enabling custom statuses, otherwise Status configuration.

View comment · Edited Feb 05, 2025 · Sam

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Sam commented,

CommentPublishing and sharing dashboards

I second this! Would be great for there to be a checkbox in the filter configuration to “Apply this filter to all Dashboard tabs”

View comment · Posted Jan 30, 2025 · Sam

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Sam commented,

CommentTeam members and groups

Barry Neary – Could you add our account to the exclusion list as well for the disconnection service? Thank you so much in advance!  
CC: Danny Flynn Kylie Diemer 
 

View comment · Edited Jan 30, 2025 · Sam

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Sam commented,

CommentMeasuring success

Also, is there a reason why the support comments on these pages collate chronologically versus reverse-chronologically?  Can this be switched?  Seems like a very confusing practice to put the latest and greatest feedback all the way at the end….

View comment · Edited Jan 23, 2025 · Sam

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Sam commented,

CommentMeasuring success

Yes, agreed with Matt and Shawna.  Shipping a half-baked feature is worse than not shipping at all.  Explore reporting should be a launch criteria at this point.

View comment · Posted Jan 23, 2025 · Sam

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Sam commented,

CommentTicket customization

It defeats the purpose of having custom statuses if we are unable to hide the default statuses for a given form.  It makes sense for the default statuses to be applied to all forms, but once a ticket form has a custom status applied to it, there has to be a way to explicitly remove the defaults statuses, otherwise it convolutes the list of custom statuses….there are way too many!  

Of course, on the offchance the admin switches back to remove custom status, since each custom status has an associated “status category,” this would effectively replace the relevant default status.  

 

View comment · Edited Jan 21, 2025 · Sam

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Sam commented,

Community comment Q&A - Tickets and email

Are there plans to allow the first letter to take the user to the dropdown selection in the end user guide >> form >> dropdown field experience?  As the original poster states,  this is causing a lot of unnecessary end user scrolling which causes them to perceive of the system as less usable!  This seems like a major feature gap, including an accessibility feature gap for those who may be using screen readers.  

View comment · Edited Jan 18, 2025 · Sam

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Sam commented,

CommentTeam members and groups

 

Barry Neary  – Plus 1 to Cedric Varin ‘s request to remove the disconnection service.  If “Idle timeout” can be set to allow agents to be changed to Away so that they can receive Email tickets (AKA form-based or email-based requests, which aren’t chat, so naturally aren't expected by the end user/requester -or- the management team to have as immediate response like a chat), it does not make sense to automatically set these individuals to Offline if their computer falls asleep, or in the event of a network outage which might even be imperceptible to them if their connection recovers and they were perhaps reading the ticket itself!  They'd have to realize and then reset themselves to Online, which is cumbersome and takes them away from their ticket, or they may stop receiving work altogether.  This whole section reads very confusingly and counterintuitively if the Idle timeout has been specifically set to something other than Offline: 


We have been receiving numerous complaints and reports about this, and it's hindering people's desire to continue using the system.  If an admin, and the workflow management team determines that “idle timeout” should set to Away versus Offline, this should apply to all forms of timeout.  

CC: Kylie Diemer Danny Flynn 

View comment · Edited Dec 20, 2024 · Sam

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Sam commented,

Community comment Feedback - Help Center (Guide)

I don't understand why a “If value is (or includes)” logic can't be included in the conditions section, which enables you to select a Multiselect field, and select any of the applicable options.  This would solve the issue users are reporting.  

View comment · Posted Sep 23, 2024 · Sam

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