Tiann Nelson-Luck

Total activity 103
Last activity May 08, 2019 15:56
Member since March 08, 2017 22:00

Following 0 users
Followed by 2 users
Votes 2
Subscriptions 65

Activity overview

Latest activity by Tiann Nelson-Luck

Tiann Nelson-Luck created an article, April 04, 2019 09:40
Why was I charged $1 for Talk usage?
Question I am on Talk Lite and have not used Talk this month, however I was still charged $1 for usage? Answer The cost for the Talk Lite subscription is $0 per agent, however if you have an activ...
- Tiann Nelson-Luck
- Edited April 28, 2019 19:33
- 1 follower
- 0 comments
- 3 votes
Tiann Nelson-Luck commented, May 07, 2018 20:49
Hi Sahar! Thank you for reaching out! This one is a little tricky! You can't give a single user access to view all org ticket and add comments, but not the ability to add comments for everyone el...
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- Tiann Nelson-Luck
- Created May 07, 2018 20:49
- 0 votes
Tiann Nelson-Luck commented, April 27, 2018 16:42
Hi Emily! That would be the text you want hyperlinked! i.e. <a href="www....com">here</a> That would display as, "For more information, please click here.", with that word "here" being the text t...
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- Tiann Nelson-Luck
- Created April 27, 2018 16:42
- 0 votes
Tiann Nelson-Luck commented, April 27, 2018 15:39
Hi Emily, Thanks for reaching out! Try something like the following to hyperlink to an external site in your trigger: <a href="url">link text</a> Hope this helps! Have a great rest of your day!
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- Tiann Nelson-Luck
- Created April 27, 2018 15:39
- 0 votes
Tiann Nelson-Luck commented, April 24, 2018 13:52
Hey Darwin! Thank you! :) I'm glad it helps! For the condition Ticket: Hours since assignee update > (calendar) Greater than > 24, you can change that number to whatever works best for your team! ...
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- Tiann Nelson-Luck
- Created April 24, 2018 13:52
- 0 votes
Tiann Nelson-Luck created an article, March 06, 2018 23:55
When does the requester field show in a ticket?
Question When does the requester field show in a ticket? Answer The requester ticket field only shows up explicitly during two events. The first is when you create a new empty ticket, using the ...
- Tiann Nelson-Luck
- Edited March 26, 2018 13:55
- 3 followers
- 3 comments
- 1 vote
Tiann Nelson-Luck created an article, March 06, 2018 00:00
Can I automatically set priority on tickets for my SLA targets?
Question Can I automatically set priority on tickets for my SLA targets? Answer For a Service Level Agreement target to apply to a ticket, the priority of the ticket needs to be set first. Best...
- Tiann Nelson-Luck
- Edited March 08, 2018 21:45
- 1 follower
- 0 comments
- -3 votes
Tiann Nelson-Luck commented, March 05, 2018 15:40
Hi Micah, I discussed this with my team internally, and the key instruction that the sentence was missing was "manually". Each ticket would have to be manually updated with the previous comment su...
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- Tiann Nelson-Luck
- Created March 05, 2018 15:40
- 0 votes
Tiann Nelson-Luck commented, February 25, 2018 16:06
Hi Pedro, That behavior is expected! Our API pagination only returns 100 results per page for most endpoints. When the response exceeds the per-page maximum, you can paginate through the records b...
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- Tiann Nelson-Luck
- Created February 25, 2018 16:06
- 1 vote
Tiann Nelson-Luck commented, February 25, 2018 15:41
Hi Bradley, That is correct! The field would need to be checked individually for all incident tickets linked to a dev problem ticket when an agent is updating the ticket. Depending on your workflow...
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- Tiann Nelson-Luck
- Created February 25, 2018 15:41
- 0 votes