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Nadav Shamgar
Joined Oct 16, 2021
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Last activity Aug 29, 2022
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Latest activity by Nadav Shamgar
Nadav Shamgar commented,
Thank you for the answer, Dave.
The issue with conditional fields is that we would need a different field per folder.
This means that if the About field for example has 10 topics, this means 10 custom fields.
This affects also the complexity of reporting later on (complicated formulas etc.)
I hope there would be a better solution for this in the future.
Thank you.
View comment · Posted Mar 08, 2022 · Nadav Shamgar
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Nadav Shamgar commented,
Thank you @...,
this will indeed solve the visual part of the issue.
However, if I want to create triggers based on the folder name, is there an easy method of doing so?
For example, if topic is Billing - assign ticket to Accounting group.
The only method I can think of is creating that read-only "topic folder" field and creating triggers that will populate it according to which sub-topic was selected (which means a condition for each of the 200 options, and if we add any later on, we have to remember to update those triggers).
View comment · Posted Mar 06, 2022 · Nadav Shamgar
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Nadav Shamgar commented,
Hi,
Is there an easy way of displaying the "folder" name of a dropdown field in the agent workspace?
For example, if the About field has the following options:
- Billing::Payment
- Billing::Other
- Subscription::Registering
- Subscription::Other
Now if "Subscription::Other" is selected, the field will only show "Other" and it will be hard to distinguish what's the main topic.
This is also true for your example with 200 options, since not every specific option is easy to understand what's its folder.
Also this goes to reporting that will show the full name (with colon) and for triggers where I would like to use a condition according to an entire folder.
Is there any way of achieving this without creating a separate read-only field for the folder with many triggers (that need maintenance whenever something is added/changed) to change the folder field according to the About field?
Thanks.
View comment · Posted Mar 04, 2022 · Nadav Shamgar
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Nadav Shamgar commented,
Hi ModeratorWes - great work, I love it!
A small question:
How can I make the closing of the banner persistent for that session?
If the user clicked on the "X" of the banner, I don't want it to pop up again whenever the user moves around pages in the Help Center as it can be annoying.
Thank you!
View comment · Posted Jan 12, 2022 · Nadav Shamgar
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Nadav Shamgar commented,
Dave,
The main issue I think with the "Assign" button, is that it shows up also under the agent that is currently assigned.
This means it would usually show up under most of the comments in the ticket (as they are done by that assignee probably). So this is confusing because as an agent, when I'm on a ticket and I see the word "Assign" under my name, I'm instantly not sure I'm actually assigned already.
It would have been better in my opinion to show it only under other agents, and maybe highlight the assigned agent in a different way.
View comment · Posted Nov 28, 2021 · Nadav Shamgar
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Nadav Shamgar commented,
Thank you!
View comment · Posted Oct 27, 2021 · Nadav Shamgar
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Nadav Shamgar created a post,
Hi,
Is there a simple way to find out how much time is left on the SLA counter when a ticket is in a Pending status?
We have tickets that are in Pending status, and we have updated our SLA policies.
If we touch the tickets for them to get the new policy, we will not see how much time is left as long as the ticket is Pending.
The SLA Event Tracker app will not show the history when SLA is paused (and if it did, we would have to manually calculate all the time diffs between the different timestamps in its log.
Another method would be to show all events on the ticket and then to manually calculate all the time periods that have passed between each event that changed status.
The easiest solution would be to change the ticket's status to Open/On-Hold, get a quick glance at the SLA timer and then put back in Pending, but that is customer-facing and might alert them about that.
Is there any other way, especially one that can show it for a number of tickets and not one by one?
Thanks.
Posted Oct 18, 2021 · Nadav Shamgar
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