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Stéphanie Cettou

Joined Oct 16, 2021

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Last activity Jan 05, 2022

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Latest activity by Stéphanie Cettou

Stéphanie Cettou commented,

CommentBuilding reports

Hello, I modified today my Agents tags, including new tags. However, I have a doubt: will these tags being available to be filtered also on tickets in the past, using the "Attribute name" as "Updater tags" ? Would those be linked and saved to the past update?
Or, Explore will do the link with the Updater name and his actual/new tag?

thank you!

View comment · Posted Jan 05, 2022 · Stéphanie Cettou

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Stéphanie Cettou commented,

CommentMetrics, attributes, and filters

Hello,

in the default query "Agent updates: Agent updates [default]" there is a filer on "Updater role" for Admin and Agent. This would meand that for this query "Public comments" would only refers to comments applied by Admin and Agents. Right? Excluding End-Users.

To summarize, it would be the equivalent of the Agent comments. Is this correct?

View comment · Posted Jan 05, 2022 · Stéphanie Cettou

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Stéphanie Cettou commented,

CommentMetrics, attributes, and filters

Hello,

it seems that for a defined period, my "Public comments" filtered on Admin and Agent are different with the "Agent replies" data.

Where the difference could come from ?

Thank you,

Stéphanie

View comment · Posted Oct 06, 2021 · Stéphanie Cettou

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Stéphanie Cettou commented,

Community comment Feedback - Ticketing system (Support)

Hello,

 

thank you very much for these answers!

Unfortunately, this method doesn't really work for me, as I would only have the ticket #.

It would not work on our process to run an API for every ticket. We would like to be proactive and if I ask an agent to run the macro to copy the internal ID, we will not always remember to do it. 

The thing is that I don't want to follow exactly the flow to redirect an e-mail into a ticket.
I would like to use an external web service, to add a notification into a specific ticket.

Not sure if clear. However, indeed, the only information that I would have is the ticket number.

Best,

View comment · Posted Oct 03, 2019 · Stéphanie Cettou

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Stéphanie Cettou commented,

Community comment Feedback - Ticketing system (Support)

Hello,

I found this post of 4 years ago. But from my understanding, the only solution would be to run a macro ticket by ticket and copy-paste the ID provided, right ?

This unfortunately would not work for me, as I would like to receive a notification email from am other system, based in the ticket #.

Is a similar solution available now ?

Otherwise, is there a Web API that would permit a similar behaviour ?

Thank you very much

View comment · Posted Sep 30, 2019 · Stéphanie Cettou

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