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Joanna Isac

Joined Oct 31, 2021

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Last activity Jan 31, 2024

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ACTIVITY OVERVIEW

Latest activity by Joanna Isac

Joanna Isac commented,

Community comment Feedback - Ticketing system (Support)

Yes this is basic functionality that is much needed. Dave Dyson (gmail) Brett Bowser is there another way to configure an automation that will set the status of tickets to open on a specific day, or after X days, without changing the assignee, group or the priority? 

View comment · Posted Jan 31, 2024 · Joanna Isac

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Joanna Isac commented,

Community comment Feedback - Ticketing system (Support)

I understand internal notes are a System of Record. However, sometimes an agent can make a typo or add a note that is incorrect and wants to make changes within minutes - it's not possible.

The option to "Redact" a note - although helpful in some ways, does not address this issue. Because, if you have typed the wrong date, for example, there is no way to change that. You would need to redact the incorrect information, then add an additional note with the correct information - so adding to the clutter.

There should be a way to allow at least admins or designated agents to delete/edit a note but keep track of that record in the Events log. 

This is common functionality with other customer support softwares.

View comment · Posted Apr 21, 2022 · Joanna Isac

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Joanna Isac commented,

CommentTicket basics

Any plans to add user-level internal notes? These would be automatically visible on any tickets opened by that user. 

View comment · Posted Nov 23, 2021 · Joanna Isac

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