Shiri Ronen-Attia

1. Support
2. ...
3. Tickets
4. About open vs. pending and on-hold tickets and why you should care

If we have an automation that changes Pending tickets to Solved after X number of hours (for example 60 hours), and an agent adds a comment the next day and resubmits the ticket still as Pending st...

• View comment
• Shiri Ronen-Attia
• Created March 25, 2019 19:43
• 0 votes

1. Support
2. ...
3. Reporting and performance
4. Agent touches in Insights

Hi In the example you have above can you explain the difference between # ticket updates and # Total ticket updates - what does the total metric include that the first one does not?   Thank you Shiri

• View comment
• Shiri Ronen-Attia
• Created August 28, 2018 15:56
• 0 votes

1. Support
2. ...
3. Tickets
4. Best practices for altering your custom ticket fields

Hello From what I understood from this article if I delete a value from a drop down list all tickets that have this now deleted values will be empty (show -) ? Is this the case? I have been testing...

• View comment
• Shiri Ronen-Attia
• Created July 18, 2018 18:26
• 0 votes

1. Community
2. Support Q&A
3. Ability to Create View of Tickets I Am CCd On

 Hi Carsten The link does not seem to work. It sends me to a page not found 404 error. Can you provide some additional details about this add on?

• View comment
• Shiri Ronen-Attia
• Created July 18, 2018 14:13
• 0 votes