Kim Lake
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Activity overview
Latest activity by Kim Lake-
Kim Lake commented,
Hey all Maybe it was removed from this thread or we added it to another post but we found that there is also a way to assume the agent's identity through the old interface - open the agent's group ...
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Kim Lake commented,
Hopefully this is still on the radar somewhere? Absolute must in a multi-brand environment where there are training bands of agents, or information that shouldn't be visible across branded agents
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Kim Lake commented,
+1, required - we need an ability to assign brand visibility to agents
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Kim Lake commented,
agree with the above - we need to have visibility of who is making changes to Guide settings such as permissions, themes, category structure etc - not just article versions.
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Kim Lake commented,
Thanks @Graeme, unfortunately we're not migrated across to Explore yet, so stuck with Insights. Really appreciate your detailed suggestion. I'll give it a brave attempt to adapt your recommendation...
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Kim Lake created a post,
Report tickets multiple end-user comments since last agent comment
AnsweredHi there Does anyone know how I'd go about reporting on tickets where there have been multiple end-user updates which an agent has not yet responded to? Not first reply - I'm looking at subsequent ...
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Kim Lake commented,
Hi all It appears the functionality is still available in the old Group menu. If I go Admin > Manage > People, right-click on 'groups' and open in a new tab, it opens in the old-school view of the ...
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Kim Lake commented,
HI Amy This approach is the one we'd need: "Find the timestamp for when the ticket first leaves the T2 group as well, then look for public agent comments between the timestamps to and from the grou...
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Kim Lake commented,
HI there Just set this up and it's working a treat - except for one particular use case... can anyone help? I can see in my report that the metric is reading the time from the ticket being assigned...
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Kim Lake commented,
Good to hear that in general, work is being planned for the key areas - however, Nicole could you confirm whether the ability to access/audit personal macros will definitely be included in these pr...