Nicole - Community Manager

1. Support
2. ...
3. Agent guide for Support
4. Using CCs, followers, and @mentions

Hi Dan and Robin, There was an issue with this functionality that affected several accounts this week. A fix has now been rolled out, can you confirm for us whether this is now working or if you'r...

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• Nicole - Community Manager
• Created June 14, 2019 16:56
• 1 vote

1. Support
2. ...
3. Agent guide for Support
4. Viewing your assigned, requested, and CC tickets in your Support profile

Hi Alex - If the new ticket has been assigned to the agent or a group that the agent is in, then yes, they would show up on the agent's profile. Unassigned new tickets would not show up on a speci...

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• Nicole - Community Manager
• Created June 14, 2019 16:47
• 0 votes

1. Community
2. Support - Troubleshooting and Q&A
3. Extra word spacing in ticket comment/macro

Hold on, I had bad information and have been corrected. Even using the RTE, you're correct that when the macro is saved it strips the additional spaces. Other agents suggested using a separator ch...

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• Nicole - Community Manager
• Edited June 14, 2019 16:49
• 0 votes

1. Support
2. ...
3. Best practices and recipes
4. Insights recipe: Average resolution time without Pending or On-hold time

Hi Ahamed - Can you tell us more about the results you got that weren't what you were expecting?

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• Nicole - Community Manager
• Created June 14, 2019 16:39
• 0 votes

1. Community
2. Support - Troubleshooting and Q&A
3. Extra word spacing in ticket comment/macro

Hey Sebastian - Are you using the rich text or plain text version of the macro editor? It should retain white spaces when using the rich text version.

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• Nicole - Community Manager
• Created June 14, 2019 16:35
• 0 votes

1. Support
2. ...
3. Business rules
4. Adding the SLA breach countdown to your views

Hi Utemaster - Views are really a way of searching, filtering, and sorting tickets, rather than a physical place the ticket lives. Think of it more like a saved search than an inbox. So you can't ...

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• Nicole - Community Manager
• Created June 14, 2019 16:29
• 0 votes

1. Guide
2. ...
3. Managing your knowledge base
4. Why do agents see the pop-up box to close a ticket when viewing articles?

Hi all -  Please post your feedback in the feedback thread Terry posted above.  This article is for informational purposes, and the comments here will not be reviewed by a product manager. 

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• Nicole - Community Manager
• Created June 14, 2019 16:02
• 0 votes

1. Guide
2. ...
3. Guide reporting and SEO
4. Preventing Google from indexing a specific article

Hi Bryan - This article mentions a way to temporarily un-index an individual article: How do I exclude a Help Center page from being indexed by Google You can also request removal of the existing ...

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• Nicole - Community Manager
• Created June 14, 2019 02:13
• 0 votes

1. Community
2. Support - Product Feedback
3. Add Assignee Comment in Trigger Action

Hi Marcus and Celia -  CC's and Followers is now generally available. Here are the CC's and Followers resources in the knowledge base. 

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• Nicole - Community Manager
• Created June 14, 2019 02:05
• 0 votes

1. Community
2. Guide - Product Feedback
3. @mention in Community

Hey Dennis -  It's not live quite yet. I think they're collecting participants in advance, but I do expect it to launch any day. 

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• Nicole - Community Manager
• Created June 13, 2019 22:51
• 0 votes