Matt Goodall

1. Community
2. Feedback - Ticketing System (Support)
3. Change the order of the comments as an agent when viewing a ticket

+1 email is our primary channel and the sort order with Agent Workspace makes viewing long threads more difficult than before we made the switch

• View comment
• Matt Goodall
• Created January 09, 2023 13:15
• 4 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Agent Workspace: Keep content from internal note if changing to public reply

+1 We have always encouraged our agents to draft any responses using Internal Notes before sending, although now we have switched to Agent Workspace, this is creating additional steps for us

• View comment
• Matt Goodall
• Created January 09, 2023 13:09
• 0 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Show ticket title in tab, not requester name

+1 we have many customers email us multiple times a day about different subjects/third parties and it is now a lot more inefficient keeping track of tickets

• View comment
• Matt Goodall
• Created January 09, 2023 13:04
• 0 votes

1. Objects and rules
2. ...
3. Business rules
4. Setting your schedule with business hours and holidays

Hi,  We have multiple schedules set up currently which can be applied to different tickets for the same group. Is there a way that I can report out which Schedule has been applied to the ticket? I'...

• View comment
• Matt Goodall
• Created December 07, 2022 16:43
• 0 votes