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Charlotte Martin

Joined Nov 24, 2022

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Last activity Dec 19, 2022

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Latest activity by Charlotte Martin

Charlotte Martin commented,

Community comment Feedback - Ticketing system (Support)

Also interested in the availability of this feature for two reasons

1) we have a policy request from our clients that if the ticket requester is out of office then we should contact their backup (without knowing they are ooo - then this gets missed, it is not an option to cc the backup on every ticket)
2) We have the Pending to Solved rule set - and it does happen that someone who is OOO covering our rule set up - their ticket can move from Pending to Solved (and even closed) if they are on holiday. We set tickets that where a client has told us that they are OOO to On-Hold - but if they don't tell us and instead rely on OOO - then we run into satisfaction issues

View comment · Posted Dec 19, 2022 · Charlotte Martin

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Charlotte Martin commented,

CommentGetting started with Guide

This is probably a really simple question - but I cannot work out how to change the assigned group on incoming tickets from my helpcentre 
I have multiple groups - but not matter what is selected in the web form upon submission it is always assigning to one group.
I think it must be trigger - but I just can't work out what

View comment · Posted Nov 24, 2022 · Charlotte Martin

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