Ben Van Iten
-
Total activity551
-
Last activity
-
Member since
-
Following0 users
-
Followed by3 users
-
Votes12
-
Subscriptions255
Activity overview
Latest activity by Ben Van Iten-
Ben Van Iten created an article,
Where do I manage metrics and attributes?
Question In Insights, there was a central location where I could view and manage metrics and attributes. Where are metrics and attributes managed in Explore? Answer In Explore, there is no central ...
-
Ben Van Iten created an article,
There is no option to create a new query
Issue symptoms When I try to create a new query the button is missing. Resolution steps There are two common causes for this issue: You are experiencing a device specific issue. Try clearing your ...
-
Ben Van Iten commented,
Hi Jennifer, My apologies for the delay in response. I see that you had a ticket with us and the resolution appeared to be related to a local issue. Please let us know if you have any further quest...
-
Ben Van Iten commented,
Hi Amit, Thanks for the update. I reviewed some of our documentation and worked with a few team members who specialize on SLA's, and unfortunately there really isn't a way to make First Reply Time ...
-
Ben Van Iten commented,
Hi Nick, Thanks for the additional detail. Have any of the users in question found success when they try any (or a combination) of the following: -Clearing their cache/cookies-Testing with a differ...
-
Ben Van Iten commented,
Hi Nick, I'm sorry for the delay. 1. Is this issue still occurring?2. Could you tell me the error your customers are receiving? Thanks!
-
Ben Van Iten commented,
Hi Greg, Triggers are only able to look at the current ticket in question, therefore unfortunately it isn't possible to use this functionality to evaluate how many tickets a customer has submitted ...
-
Ben Van Iten commented,
Hi Amit, My apologies for the delay in our response here. Could you tell me which SLA types you are trying to use (First Reply Time, Next Reply Time, etc) so I can get a better idea of any possible...
-
Ben Van Iten commented,
Hi Aditya, The first thing I would do is add the groups you want to use, as you will not be able to map users to a group that does not exist already. Then from there, when you import agents you hav...
-
Ben Van Iten commented,
Hi Fran, Thanks for the clarification. I don't think an SPF record would be appropriate in this case. Usually when this comes up, the email domain that is receiving the email has a rule in place th...