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Rico Pagliuca

Joined May 28, 2021

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Last activity Sep 08, 2023

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Latest activity by Rico Pagliuca

Rico Pagliuca commented,

Community comment Feedback - Ticketing system (Support)

This would be enormously helpful. Side Conversations are critical for many ticket flows and often lead to an unintentional drop in response times due to the lack of notification options.

Defaulting to bcc the agent creating the side conversation is something we'd absolutely love to have.

View comment · Posted Sep 08, 2023 · Rico Pagliuca

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Rico Pagliuca commented,

Community comment Feedback - Ticketing system (Support)

Big time +1 to this. The org features in ZD are not well suited to internal management structures where, in our case, store level and GM users submit tickets that Area Managers want to be able to comment on. But Area Managers submit tickets we should never let lower levels see details on. 

View comment · Posted Aug 24, 2022 · Rico Pagliuca

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Rico Pagliuca commented,

CommentWorking with leads and contacts

It would be so wonderful is Support had this structure. Subordinate organizations [and associated user rights] would be massively beneficial to support. It's a frustrating product gap. 

View comment · Posted Mar 30, 2022 · Rico Pagliuca

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Rico Pagliuca commented,

CommentHow to solve issues with the email channel

We have an instance where we have an external support provider that sends us ticket notifications [via ConnectWise, I believe] which always come with the subject:

Ticket#XXXXX/Location/Issue

Each time their ticketing system generates a response [whether to us or another third party or to their own office] it creates a new ticket.

How can I have a trigger based on subject to check if the Ticket#XXXXX exists and thread into that if so?

View comment · Posted Aug 17, 2021 · Rico Pagliuca

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