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William Bray

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  • Splitting Single Brand into Multiple Brands

    Hi!  I'm looking for some advice on splitting one brand into multiple brands.  We currently have 20 groups, 60 agents, and 150k tickets.  Some of our growing pains have included being unable to sen...

  • Notification to previous agent

    Answered

    Hi there, In our organization I'm seeing quite a few instances of tickets already assigned to an agent being "taken" from another agent.  I'd like to setup an email notification to the agent losing...

  • Secure Email Notifications

    Hi community, I'm wondering if anyone could share some ideas around handling sensitive information in ticket email notifications.  Normally in a standard email environment we'd just send a secure e...

  • Notify group of new tickets - Reply All behavior

    Hi everyone, We're currently using the canned trigger to notify the group of a new ticket.  It works great except when an agent replies all, it CCs all of the agents on the ticket, thus sending the...

  • Identical subject line for new ticket creates followup?

    Answered

    One of my end-users submits a new ticket each week (by email) that has the same subject line (it's the same task each week, so the subject line is correct).  However it creates a followup ticket, w...