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Aaron C.

Joined Oct 16, 2021

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Last activity Dec 06, 2024

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ACTIVITY OVERVIEW

Latest activity by Aaron C.

Aaron C. commented,

CommentSpam and suspended tickets

Wow, that bad. Have you had any contact through customer service? Any solutions there?

View comment · Posted Feb 08, 2024 · Aaron C.

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Aaron C. commented,

CommentSpam and suspended tickets

I've seen an insane spike, 250 tickets every 24 hours, in replies getting caught in spam. It all started Friday about a week ago. 

View comment · Posted Feb 08, 2024 · Aaron C.

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Aaron C. commented,

CommentGlobal security and user access

I'm assuming that you will not be able to report on tickets in Explore after they are deleted. Is this correct?

So, total number of tickets created will not stay the same after tickets have been deleted, right?

For example, if there are 200,000 created tickets for all time, and you delete 100,000 tickets, this metric would then show 100,000 tickets created for all time? 

View comment · Posted Jan 31, 2024 · Aaron C.

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Aaron C. commented,

Community comment Feedback - Chat and Messaging (Chat)

Hi Daniel! I've have the same questions and I'm not satisfied with the options present in Continuous Conversations. What did you end up doing if anything?

View comment · Posted Jan 25, 2024 · Aaron C.

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Aaron C. commented,

Community comment Feedback - Help Center (Guide)

I agree with this. Tags or organizations as attributes feels weird. Roles or groups would be a step in the right direction. I'm having a hard time deciding the best way to take away the ability for light agents to articles in Guide. Not to mention, the management permission carry across all brands. I'm not even sure its possible to have separate groups of people editing articles based on brand.

View comment · Posted Jul 13, 2023 · Aaron C.

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Aaron C. commented,

Community comment Feedback - Admin Center

Daniel Elizalde We have the premium sandbox but in order to replicate you have to delete and create a new one. That process can take a full week according to documentation depending on volume of data that is getting replicated. So on top of a 6-figure/yr product we have to buy another product to keep our sandbox up to date? Maybe that is status quo.

View comment · Posted Apr 26, 2023 · Aaron C.

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Aaron C. commented,

Community comment Feedback - Admin Center

Maddie F. We are testing Salto but are not currently paying for their product.

View comment · Posted Apr 26, 2023 · Aaron C.

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Aaron C. commented,

Community comment Feedback - Admin Center

Absolutely this. We test integrations with considerable configuration in our sandbox and have to recreate them every time. If we want to keep our sandbox up to date, we have to rely on third-party products.

View comment · Posted Apr 26, 2023 · Aaron C.

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Aaron C. commented,

CommentAI agents and automation best practices

I had to update my trigger that follows up with customers who self serve. If you have the default automation that sets solved tickets to closed after 4 days, it fires the trigger that updates customers who self-serve again. So they will get that email twice, once when they self-serve and once when the ticket closes.

I would consider adding a condition that nullifies this trigger from firing more than once. 

View comment · Posted Oct 03, 2022 · Aaron C.

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Aaron C. commented,

Community comment Q&A - Tickets and email

Hey Becky!

Go Pens!

I believe the closest thing to what you are looking for is followers. This will allow one agent to be assigned, and another to be notified of any updates made to the ticket. See here for more on that.

I hope that is helpful!

Aaron

View comment · Posted Apr 11, 2022 · Aaron C.

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