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Jeffrey LeBlanc
Joined Mar 17, 2022
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Last activity Aug 14, 2024
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Latest activity by Jeffrey LeBlanc
Jeffrey LeBlanc commented,
I would like to have all End Users from our email domain that are added as a cc by a customer be stripped out of the CC line and automatically added as a follower.
We strive to keep direct email addresses out of the ticketing system to remove the shadow support system but often users get added by internal or external users without the agent noticing it was done.
View comment · Posted Aug 14, 2024 · Jeffrey LeBlanc
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Jeffrey LeBlanc commented,
Has there been any action on this?
My team needs the ability to strip out all internal users from the cc line and add them as followers at a minimum.
I see in preferences I can choose to select Follower and CC but not Follower or CC and rejecting all CC adds from our own internal domain for customer tickets would help our process greatly.
View comment · Posted Jun 24, 2024 · Jeffrey LeBlanc
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Jeffrey LeBlanc commented,
@david How do users that do not need or desire multi-instance support move back to using legacy-message-attachments?
View comment · Posted Mar 27, 2024 · Jeffrey LeBlanc
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Jeffrey LeBlanc commented,
David,
That is an absolutely unacceptable workaround to a key feature to be replaced by multi-instance which is completely useless to my team with our structure.
How can we get a version that rolls back to the message attachments and allows others that want multi-instance to move and make the decision for themselves?
View comment · Posted Mar 26, 2024 · Jeffrey LeBlanc
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Jeffrey LeBlanc created a post,
Over the weekend an update was launched and now we no longer get the colored pars based on status from the ZD<>Slack Integration. This was key to managing ticket traffic in our organization and I need to get it back.
Posted Mar 25, 2024 · Jeffrey LeBlanc
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Jeffrey LeBlanc commented,
Did an update for this app get pushed out over the weekend and are there release notes?
View comment · Posted Mar 25, 2024 · Jeffrey LeBlanc
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Jeffrey LeBlanc commented,
Arpan,
I see the value in having that be optional at the account level to enable or not but I have found that the chat often goes to the one Agent that goes available signs in or to no one at all if they have to remember on their own.
It would be extremely powerful to be tied with logging in and then adjusted after that. If it's mixed, give us the option at the account level and we can decide best with our team keeping individual company cultures in mind.
View comment · Posted Jan 11, 2024 · Jeffrey LeBlanc
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Jeffrey LeBlanc created a post,
I don't understand why we can't create a Custom view for a requester that is not an agent in our account or why CSVs can't be generated for a search and only from a custom view.
Posted Mar 17, 2022 · Jeffrey LeBlanc
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