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Sara Beaudet

Joined Jul 21, 2022

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Last activity Jan 19, 2023

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Latest activity by Sara Beaudet

Sara Beaudet commented,

CommentTicket customization

Echoing Josh's comment above. I'm super excited about the custom ticket statuses, but it isn't showing up on my account either.

 

Edit: We haven't enabled Agent Workspaces which is likely why. It might be nice to throw that requirement in a callout for folks, I glanced over it without much thought

View comment · Edited Jan 19, 2023 · Sara Beaudet

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Sara Beaudet created a post,

Post Feedback - Ticketing system (Support)

It'd be immensely helpful if I could create a view which filters by the last person to update a ticket. I have some tickets which remain Open to avoid certain automation, and I'd appreciate being able to filter those tickets to just those where the last response was not by me.

Alternatively a filter where I can do "Hours since latest assignee update > Hours since latest requester update" would suffice

Posted Sep 27, 2022 · Sara Beaudet

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Sara Beaudet created a post,

Post Feedback - Ticketing system (Support)

Hey guys! Something my teammates and I have noticed is that some ticket responses will generate a hyperlink to the ticket on the ticket's number:

But then other tickets don't:

I think this might be due to the assignee/vs follower status and the other colleague I know has also investigated this a little agrees.

It's a very minor annoyance in a system that I otherwise love very much, but I think that most people would probably prefer being able to click on the hyperlink regardless of whether they're assigned or not, as oftentimes several agents need to collaborate on tickets.

Thanks,

Sara:)

Posted Jul 21, 2022 · Sara Beaudet

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