David Brown
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Total activity69
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Last activity
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Activity overview
Latest activity by David Brown-
David Brown commented,
We need a way to activate and deactivate SLAs, not simply delete them. I have a feature request created for this.
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David Brown commented,
For the time being, my workaround is to add some impossible "ALL" condition combos, and being that all of my ticket forms use "type" as an attribute field, I set policy such that "type is question"...
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David Brown created a post,
Feature Request - SLA Policy Activate and Deactivate
I would like the capability to activate and deactivate SLA policies. Currently I can only delete a policy which I wish to put on the backburner but may use in the future. I would like a means to pr...
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David Brown commented,
Will there still be inline indications of a side conversation having taken place? Today they look like internal comments, it is very obvious to all agents that a side conversation has taken place. ...
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David Brown commented,
That's no good, but another approach in the meantime is to just use the query bar instead of the filters and search using tags:tag_name provided that you know the tag taxonomy that you are looking ...
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David Brown created a post,
CSAT update notification triggers
Hello, I have a trigger schema that sends email notifications to agents and admins when a CSAT rating is received from the requester and provides the rating and any free text comments entered. I al...
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David Brown commented,
CJ if true, this is not great. I use the restricted section effectively as a space for on-demand training, with articles containing instructional videos. I really would like a means to know who has...
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David Brown commented,
Zac Garcia I am certainly open to discussion, that is perhaps the best way to have a better understanding of our workflow, needs, and use case(s).
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David Brown commented,
I cloned the default dashboards and queries, then I could make any change I wanted to my custom dashboards.
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David Brown created a post,
Guide Dashboard - who has viewed my articles
I have use a section in my knowledge base which is restricted, only agents and admins can see the content. I use this section to post important updates to my agent base about what has changed in th...