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Kyle Hale

Joined Oct 16, 2021

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Last activity Oct 16, 2021

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Latest activity by Kyle Hale

Kyle Hale commented,

CommentTriggers and automations

Hi there - I'd also like to add a vote that this is needed for a few reasons:

1. Support agents who are not admins cannot see the trigger that includes a response. We use triggers as autoresponders all the time based on user selected category. 

2. Triggers don't count as public comments which means they don't contribute to SLA's. Our FRT suffers on ZD analytics because tickets that are responded to with a trigger don't get counted in our SLA's. 

Thanks!

View comment · Posted Oct 07, 2021 · Kyle Hale

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