Joana Crisostomo commented,
If I'd like to measure FRT for a specific date (say yesterday), what's the best date dimension to use in the filter? That is, I want to know what's the FRT only for all tickets that were first repl...
Joana Crisostomo commented,
Thanks a lot for your input @Andrew! Precious thinking :)
Joana Crisostomo commented,
Thanks @Andrew. I can see that most conditions in triggers or views can be set up in the negative (e.g. 'channel' is not..., or 'integration account' is not...), but unfortunately 'received at' is ...
Joana Crisostomo commented,
How can we create triggers and/or views based on the negative, that is, for emails whose "received at" *is not* xxx@xxx.xxx?
Joana Crisostomo commented,
Hi, I've managed to enable customised fields to the 'submit a request' form. However, I seem to be unable to edit the fields order of appearance - though I was able to do this for the web widget co...
Joana Crisostomo commented,
We'd also like to customise the text so we could give a time expectation to customers of when their query is going to be answered, and/or show our working hours. Is this something already possible ...
Joana Crisostomo commented,
If an end user leaves a comment on the Wall post later than one week after the post was created, we don't get any notification. I understand a comment cannot be added to the post ticket as it's alr...
Joana Crisostomo commented,
Thanks @Nicole. So if I understand correctly, when the end-user sees the web widget window in our website, the default fields they'd have to fill in would be just subject and description?
Joana Crisostomo commented,
What are the fields that are included in the Contact form by default, if no custom fields are added?
Joana Crisostomo commented,
@nate Have you checked if any of your custom fields are marked as visible to end-users and editable? That was my issue.