Molly
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Total activity157
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Last activity
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Activity overview
Latest activity by Molly-
Molly commented,
Hey Shawn Varughese, If you are using the tickets endpoint, that's from an agent perspective and acts as though an agent submitted the ticket. So in that case, there's no way to change the notifica...
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Molly commented,
Hi there! Are you updating the ticket while on the call? In order for a trigger to fire and the notification to go out, you would have to post an update to the ticket. A macro would be a great opti...
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Molly commented,
Hi There! Thanks so much for your question. There are a few different ways to accomplish this based on your plan level. If you have the Productivity Pack add-on, or are on Enterprise, you can leve...
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Molly commented,
Hi Kamolchanok Jittrepit!Thanks so much for your question. This is expected behavior as Light Agents can only create internal notes. From an end-user perspective, the notifications will not render ...
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Molly commented,
Hey there Hope!There's not a default mechanism to do this without multibrand as mentioned. However, you can customize the widget options using the API. There's also a widget configuration tool that...
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Molly commented,
Hiya Andrea Frendo! More information about how to participate can be found here: Our next AMA event! Support: Troubleshooting Workflows & Ticket Fields
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Molly commented,
Michael Rieder So glad to hear it!
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Molly commented,
Hey Fiona! Do you still want them to be able to search? If so, there's not a way currently to offer multiple contact options and the ability to search. However, you can add in multiple contact opti...
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Molly commented,
Hiya Travis!Glad you like the recipe so far :) I did some testing on this and talked to our team. Unfortunately we weren't able to come up with a good solution for this as any attributes added will...
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Molly commented,
Hey Lance, You are correct that comment updates aren't tracked within this particular metric. Do your agents typically change the status with any comment made? If so, the status is a field change t...