Toby Sterrett
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Total activity306
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Last activity
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Member since
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Following0 users
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Followed by6 users
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Votes4
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Activity overview
Latest activity by Toby Sterrett-
Toby Sterrett commented,
Roger - at this time the done state is mostly a way for the agent managing the ticket to keep track of what they are still waiting on and what they consider done. In the future we will likely add m...
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Toby Sterrett commented,
james.beniston while there isn't a placeholder for all comments, we do provide an easy way to get comments into side conversation messages. The insert comments button opens a modal and you can sele...
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Toby Sterrett commented,
Arno Lindroos we've done some work to try to prevent side conversations from accepting email addresses that you have a sharing agreement with since those emails will be rejected like you said. You ...
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Toby Sterrett commented,
John – the search tab is going to take a while to roll out so we can keep on top of the additional load on the search clusters. If you'd like it right away you can let me know in a ticket and I can...
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Toby Sterrett commented,
Kevin Miodek not at this time. In the meantime some folks have set up keywords that can be included in the messages if they want to be alerted. @Mark Schäfermann if you initiate side conversations ...
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Toby Sterrett commented,
Thanks Russell, we'll look into this.
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Toby Sterrett created an article,
Announcing New Side Conversation Features & Enhancements
We're excited to announce four new features and enhancements to side conversations. A new way to communicate with other teams using child tickets The ability to search for content in side conversa...
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Toby Sterrett created an article,
Announcing Child Ticket Side Conversations
Child Ticket Side Conversations introduce the ability to have side conversations with groups or agents within your Support instance via a child ticket assigned to them. Check out the docs to get st...
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Toby Sterrett commented,
Ah, ok this makes a lot of sense. It's more along the lines of a "split and link" ticket functionality than creating an actual "child" of the original ticket 🤔 Thanks for the detail!
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Toby Sterrett commented,
We think we may have found an issue that caused the initial failure to update, thanks for the report. It looks as though it's more of a bug when the side conversation is open and the child ticket i...