Mary Kay Soto

+1 on this. Having this functionality would make life so much easier!! 

Sorry if these items are already in here somewhere:  

1. Is there a plan to add the cc option to macros?  

2. Also did something change on the system that removed the ability for Agents to add macros. Your procedures document says anyone can create one.  Our Light Agents can see macros but do not have the option to add them and if a Macro includes updating certain fields (i.e; Tags) the fields are not updated.  It works if a Full Agent uses the macro.  

3.  We are trying to set up the following and this is the only way we've figured out to make it work.  Any suggestions for other options.  This seems like a lot of steps to maintain if changes need to be made. Objective: When we get a new client several people need to do set up on different systems. We want to notify these individuals that they need to do this work.  Following are the steps we've figured out.   

 a) Create Group with appropriate people - need to do this because we want to send a message to everyone and we haven't been able to figure out how to send message to CCs on ticket.   

b)  Macro - This macro has to be added to ticket by a Full Agent because system will not let Light Agents update all fields a) Set Subject b) Add new client information to comment field.  c) Add Assignee d) Add Tag  e) Add Type f) Add Priority

b.  Trigger - a) Based on tag - add CCs  b) Send email notification to Group - unless there is a way to send one to CCs the we won't need the group.

Thanks for your help. Mary Kay

Once a ticket is solved we automatically send out a link to survey monkey using a trigger that we've built.  So we are not capturing survey results.  Since the Good, Bad will always stays zero, we'd really like to be able to remove this from the dashboard view. As others have mentioned, we'd really like to be able to manage what and how we see things on the Dashboard.