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Jason Fouchier

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Activity overview

Latest activity by Jason Fouchier
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    Jason Fouchier commented,

    Hey Toby Sterrett, Yes, this is only an issue with side conversations. Regular ticket communication works just fine.   Thanks,       Jason

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    Jason Fouchier commented,

    Hey Everyone,       Has anyone come up with a way to deal with bounce back emails as of yet? This is still something we are struggling with.   Thanks,        Jason

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    Jason Fouchier created a post,

    Side Conversation Headers

    Hey All,       I was wondering if there is a way to see the headers of the email sent out by Side Conversations. We are having some issues where side conversations are not being delivered. Some of ...

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    Jason Fouchier commented,

    Hi Anika Rani, I would be interested in a chat about this as I have recently had issues with not being able to sync some things properly.      Thanks,      Jason Fouchier

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    Jason Fouchier commented,

    Hi Ben Van Iten, I tried the trigger/tag solution you described but it seems that it is still tracking the tickets in the "New" status. The SLA is set to run if the "Ticket Complexity" is set and t...

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    Jason Fouchier commented,

    Hey All, I just wanted to clarify something about the "Agent Permissions". If I restrict an agent to "Tickets in their group" does this also limit the tickets they can see in a search? I assume it ...

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    Jason Fouchier commented,

    Hi Ben Van Iten,       Thanks for the tip. I have put your suggestion into play and I will see how it goes. My SLA's are all based around "Agent Work Time" and my agents don't work on new tickets, ...

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    Jason Fouchier commented,

    Hey @Susan Maher and James Green,       Thanks for the tips and advice, I will give them a try and see what happens. Thanks again.   Jason

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    Jason Fouchier commented,

    Hey James Green,      Would that not still track the time from the when the ticket is first submitted and in the new status since it is the time between the oldest, unanswered customer comment and ...

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    Jason Fouchier commented,

    Hey All,      Is there any way to ignore tickets in the "New" status? I only want the SLA's to be active when the agent is actually working on the ticket. We work with a tiered system where agents ...