Evan Mc Givern

Is the migration from the Conditional Fields app to the conditional ticket fields feature automatic?

1. Support
2. Support advice and troubleshooting
3. Tickets

Question Is there automatic migration from the Conditional Fields app to the conditional ticket fields feature?  Answer  No, the migration from the conditional fields app to conditional ticket f...

• Evan Mc Givern
• Edited January 23, 2020 09:07
• 1 follower
• 0 comments
• 0 votes

Can I edit the ticket confirmation message sent by the Web Widget?

1. Support
2. Support advice and troubleshooting
3. Web Widget

Question Can I edit the ticket confirmation message sent by the Web Widget?  Answer While it is possible to configure components in the Web Widget, it is not possible to edit the ticket confirmati...

• Evan Mc Givern
• Edited January 07, 2020 17:40
• 1 follower
• 0 comments
• 0 votes

What happened to the Answer Suggestion app?

1. Support
2. Support advice and troubleshooting
3. Apps and integrations

Question What happened to the Answer Suggestion app? Answer  With the migration from the v1 to v2 App framework the Answer Suggestion app was removed. As an alternative, we recommend that you use t...

• Evan Mc Givern
• Edited October 24, 2019 08:20
• 1 follower
• 0 comments
• 0 votes

Can I display the Twitter handle of a user instead of their name in Explore?

1. Explore
2. Explore advice and troubleshooting
3. Building and customizing queries

Question Is it possible to show the Twitter handle of a user instead of their name in Explore?  Answer  It's not possible to display the Twitter handle of a user instead of their name in Explore. H...

• Evan Mc Givern
• Edited September 17, 2019 16:28
• 1 follower
• 0 comments
• 3 votes

Stop applying SLAs to tickets assigned to an out of the office agent

1. Support
2. Support advice and troubleshooting
3. Business rules

Issue Symptoms SLA's are being set to tickets that were assigned to an agent that is OOO (Out of Office). I want to stop it from applying. Resolution Steps To stop SLAs from applying to reopened ti...

• Evan Mc Givern
• Edited September 10, 2019 14:53
• 1 follower
• 0 comments
• 1 vote

How do I filter the tickets by country?

1. Support
2. Support advice and troubleshooting
3. Tickets

Question I would like my tickets filtered by country, and sent to different views when the users create them. How can I do this? Answer While there isn't a native functionality to filter tickets ba...

• Evan Mc Givern
• Edited November 05, 2019 11:24
• 3 followers
• 0 comments
• 5 votes