Terry Knox
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Total activity26
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Last activity
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Activity overview
Latest activity by Terry Knox-
Terry Knox commented,
Just to add to the call for this to be added - we're very keen to know which searches/article views led to tickets, so we can work out how to improve the situation.
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Terry Knox commented,
Joshua G - The SLA dataset only has the concept of the final/current ticket assignee, so all breaches will be attributed to them. To my knowledge, there's no way to track breach events to specific ...
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Terry Knox created a post,
Fully clone an Explore dashboard and move cloned reports to an existing Dataset
Currently, it is not possible to clone a dashboard and move all of the cloned reports to another, already existing dataset. The only options currently are to: 1) Clone the dataset too, essentially...
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Terry Knox commented,
Came searching for how to have my reports that show certain types of contact by month to show every month, even if there wasn't any contact. Very disappointed to see it can't be done.
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Terry Knox commented,
Yes!
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Terry Knox commented,
Hello! The big thing we need is the ability to report on SLA performance/adherence based on the ticket assignee at the time of the event. Currently all reporting is based on the current/final assig...
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Terry Knox commented,
Looks like a good change, but just to check - is this Agent Workspace only, or old interface too?
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Terry Knox commented,
Thanks!
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Terry Knox commented,
Justin H - Presumably I can "layer" on Next Reply Time in addition to the other options, to catch cases like this? I'd still want Periodic/Pausable Update to be policies used in almost all other ca...
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Terry Knox commented,
Completely baffled by the behaviour of SLA policies when tickets reopen - see bold text below: Periodic Update: If a ticket is reopened with an end user comment, nothing will happen. If a ticke...