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Alan
Joined Oct 22, 2021
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Last activity Jul 11, 2022
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Latest activity by Alan
Alan commented,
Hey TylerE Comfort,
As per another suggestion here, changing ticket.comments to ticket.public_comments may work for you here. The second line would look like this:
{% for comment in ticket.public_comments offset:0 limit:1 %}
View comment · Posted May 22, 2022 · Alan
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Alan commented,
Ash (or anyone else who is knowledgeable) - I could use some assistance with this.
I set up my webhook and trigger according to all the comments. The trigger is firing as it should, but every ticket is getting tagged as if it has an attachment. Any idea why that may be?
View comment · Posted Apr 06, 2022 · Alan
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Alan commented,
Hello!
Are there any plans to improve the functionality of the auto responder? We would like to be able to send responses based on keywords in the user's initial message.
Thank you!
View comment · Posted Dec 30, 2021 · Alan
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Alan commented,
+1 to all the sentiment shared here.
I shouldn't have to be worried that an agent with the task of translating an article has the ability to change every aspect and even delete my help center.
View comment · Posted Nov 17, 2021 · Alan
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Alan commented,
Hey Alina,
Thanks for the follow-up. I'd be happy to share more details.
The request would be to easily allow a staff member access to all tickets on their brand, regardless of the groups they are in - meaning this role would overpower any group limitations.
In our case we have a very large number of groups due to the nature of our business which is also ever-changing and growing, and it takes a lot of manual effort to update all the staff members who need access to certain tickets. Add to this the fact that a user profile can take a long time to load if the staff member has a lot of assigned tickets, and the task of updating groups becomes even more time consuming.
Please let me know if any more details are required or if something isn't clear and I'll be happy to update.
View comment · Posted Nov 10, 2021 · Alan
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Alan created a post,
Hello,
In order to have a simpler and more general control over the tickets that agents can see, I would like to request a new option under the "Accessible Tickets" section of Roles:
"All within this agent's brand"
Thank you
Posted Oct 19, 2021 · Alan
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