Shawn Oudavanh
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Activity overview
Latest activity by Shawn Oudavanh-
Shawn Oudavanh commented,
As I am happy to oblige, can you help point to me where this article is in the MSA? It's quite the read.
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Shawn Oudavanh commented,
Conza, here is my setup. This is if you want any private note that is added that is not from the Assigned Agent.
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Shawn Oudavanh commented,
If you don't want to reassign the solved ones you would have to wait for them to close or force them to close with an automation.
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Shawn Oudavanh commented,
I'm thinking there might be a couple ways to approach this. You can either use the hours since last SLA breach (which you would need to have SLAs setup for Pausable Update) or if you have a generic...
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Shawn Oudavanh commented,
You can set specific users to see their org's tickets which can be updated on the End-user column or profile.
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Shawn Oudavanh commented,
Ah I see. Sorry for some reason I was thinking you were talking about the Help Center. Wouldn't you just only assign the agents to the particular groups? Then depending on their role it would look ...
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Shawn Oudavanh commented,
I would say it really depends on how you have your agents and users structured and what roles you have assigned to them. If they can't manage the help center then you could use tagging strategy. Wh...