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Kaycee

Joined Oct 16, 2021

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Last activity Jun 26, 2024

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ACTIVITY OVERVIEW

Latest activity by Kaycee

Kaycee created a post,

Post Q&A - Reporting and analytics

So I am looking at reopened tickets and resolution times. If resolution times are 'the duration in minutes from when the ticket was created to its latest resolution.' Then does it exclude any time it was solved? How do resolution times work with reopened tickets please? or am I overthinking this when it's simply the time between created and closed. Regardless if it's been reopened?

Posted Feb 02, 2024 · Kaycee

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Kaycee commented,

CommentTicket basics

I am currently testing triggers on sandbox. We have some tickets that solve automatically and sends an auto response. However, when I respond to an auto solved ticket, it's not reopening? Is this to do with it being sandbox rather live version? or me being an agent? I'm not sure why it doesn't reopen automatically. 

View comment · Posted Jun 12, 2023 · Kaycee

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Kaycee created a post,

Post Q&A - Help center and community

How are we able to embedded forms into articles. We are looking for a button saying was this article helpful, with yes and no answers. If no is selected we are hoping to bring the form dropdown onto the article section to raise a ticket with the fields and forms. Is this possible?

Posted Mar 29, 2023 · Kaycee

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Kaycee created a post,

Post Q&A - Help center and community

How are we able to embedded forms into articles. We are looking for a button saying was this article helpful, with yes and no answers. If no is selected we are hoping to bring the form dropdown onto the article section to raise a ticket with the fields and forms. Is this possible?

Posted Mar 29, 2023 · Kaycee

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Kaycee created a post,

Post Feedback - Admin Center

At the moment we have 73 licenses in use. If we go on roles it shows the 73, if we add them up it's 73 in use. If we go onto team members it's showing 0 out of 74 seats remain?? Why is team members not picking up that we have a license spare?

Edited Mar 02, 2023 · Kaycee

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Kaycee commented,

Community comment Q&A - Reporting and analytics

Hello. Thank you for your response. We can configure the chart however we are unable to only export 20 fields. Is there a way we can export ALL of the fields. We have stakeholders wanting to see what data we can pull of to produce a list of data. So it would be useful if there was an option to export a template with all of the fields? Is that possible?

View comment · Posted Oct 14, 2021 · Kaycee

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Kaycee commented,

Community comment Feedback - Ticketing system (Support)

This would be useful we are in the same situation

View comment · Posted Sep 28, 2021 · Kaycee

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Kaycee created a post,

Post Q&A - Reporting and analytics

We have users asking what drill through fields they can use and unfortunately we are unable to provide a list as there is no option to see them all or export a blank template. How can this be done please? We are not looking for the ticket data just a template with drill through field names. 

Posted Sep 28, 2021 · Kaycee

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