Tiann Nelson-Luck
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Activity overview
Latest activity by Tiann Nelson-Luck-
Tiann Nelson-Luck created an article,
Why was I charged $1 for Talk usage?
Question I am on Talk Lite and did not use 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 active...
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Tiann Nelson-Luck commented,
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 commented,
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 commented,
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 commented,
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 an article,
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 ...
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Tiann Nelson-Luck created an article,
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 ...
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Tiann Nelson-Luck commented,
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 commented,
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 commented,
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...