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Andriana G
Joined May 05, 2022
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Last activity Jun 13, 2023
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Latest activity by Andriana G
Andriana G commented,
Hi Scott, my company is also in need of this feature (apply SLAs to agent-created tickets). Looks like it's been about 2 months since your last update. Any news? Thanks
View comment · Posted Jun 13, 2023 · Andriana G
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Andriana G commented,
Hi there, our agents open and assign a lot of tickets to one another. These are not just side-conversation tickets. We DO have an SLA in place for first time reply. I see that is is being applied to side conversations opened by our agents but not to parent tickets. Can we create an OLA policy so that this same first time reply SLA is applied to parent tickets opened by agents? Thanks
View comment · Posted Apr 28, 2023 · Andriana G
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Andriana G commented,
Is it possible to know how long a ticket has been in a custom status for?
View comment · Posted Apr 28, 2023 · Andriana G
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Andriana G commented,
Hi Dave, I just did a quick test actually to see what would happen and these were my findings that others may or may not find helpful... The accounts for users A and B were originally created with a default org of X. I created a new org, org Y, and added both users A and B. I deleted org X just from user B's account and made Y the new default. When I asked user B if she could still see a ticket that had been created by user A, even though they are both in org Y, she was not able to see the ticket. I assume this means that tickets are tied to organizations. Just because users share organizations doesn't mean they will have access to ALL of each other's tickets. I'm trying to find a way around this but I realize it's complex so I'm going to follow up with our account rep. Thanks for your help!
View comment · Posted Jun 08, 2022 · Andriana G
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Andriana G commented,
Hi Dave, that doesn't quite answer my question but I'm assuming the answer is "yes." In other words, it doesn't matter what organization someone belonged to at the time the ticket was opened - if you're in that same person's organization today, you'll be able to see any ticket they've ever opened. Essentially tickets are not forever tied to organizations but they are to users. As long as I put everyone together in the same org, they'll be able to see each other's tickets regardless of what organization they were in at the time the ticket was created - tickets follow the users. Am I making any sense/is that correct?
View comment · Posted Jun 07, 2022 · Andriana G
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Andriana G commented,
Hello, I'm looking to understand the impact of removing users from organizations. Currently, all of our internal users (light agents) are in the same org as our support team (team leaders - the true ticket-resolving agents). I want to be able to put all of our internal clients into the same org and eventually demote them to end-users so that they'll only be able to see tickets submitted by members of their same org/team. If I change their organization now from say A to B, will they still be able to view tickets that were submitted by their team members from when they were still in org A? Thanks
View comment · Posted Jun 06, 2022 · Andriana G
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Andriana G commented,
Hello, why might the resend verification email option be greyed out? I've updated someone whose account was created a year ago to Team Leader temporarily and I'm being told he needs to verify his email by one of our agents. She sent him the email but he is saying he doesn't see it anywhere (not even in spam). As an Admin, I'm not able to re-send this to him. Is there something else we should be doing? Should we ask him to click on the "forgot my password" link? Thanks,
View comment · Posted Jun 03, 2022 · Andriana G
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Andriana G commented,
Thanks, Gabriel. This is helpful, indeed! Is there a way to do this in bulk? I'd like to add ~50 existing light agents to the same organization. Thanks
View comment · Posted Jun 02, 2022 · Andriana G
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Andriana G commented,
Hello, my company is in a similar situation as described by the user above. We allow both external and internal users to submit tickets. Our internal users are set up as Light Agents currently but I'd like to restrict their access in terms of tickets they can see to only those that are created by someone within their same organization. I've checked the box to enable being able to add users to multiple organizations which I see is applicable to agents as well. Still, when I try to add an existing user (Light Agent) to a new organization I've set up to represent the team he is in, I get an error message saying that a user with that email already exists. Can this be resolved? Thanks
View comment · Posted Jun 01, 2022 · Andriana G
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Andriana G commented,
Hello, is it possible to merge two *agent" duplicate accounts? Technically his role is Contributor. Thanks
View comment · Posted May 27, 2022 · Andriana G
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