Uriel Flores
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Total activity43
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Last activity
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Activity overview
Latest activity by Uriel Flores-
Uriel Flores commented,
Awesome thank you. One more question: what about when an agent's last reply is after the scheduled business hours? Will the automation just pick up that update or the update within business hours? ...
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Uriel Flores commented,
Hi Jacob, Thank you for your response. That helps. However, is there a way I can create an automation after the first reminder is sent to the assignee to update their ticket until the assignee fina...
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Uriel Flores created a post,
Last update ticket assignee
AnsweredHello, Was wondering if there is a metric that I could use to be able to run weekly tickets that have not been updated? I created a report in insights, but would like to be a bit more specific. For...
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Uriel Flores created a post,
Create scheduled automation
AnsweredHello, I created an automation that sends the agent a reminder to update their assigned ticket if the ticket has not been updated for more than 3 day (72 hours). However, how can I go about the fol...
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Uriel Flores created a post,
Last update ticket assignee
AnsweredHello, I was wondering if there are other alternatives or workarounds in explore or insights using custom metrics to calculate the number of days (excluding weekends) an assigned ticket has not had...
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Uriel Flores commented,
Any update on this?
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Uriel Flores commented,
Hi Gentry, I was able to use the Ticket Events Query. Thanks, Uriel
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Uriel Flores commented,
Hi Gentry, Thanks for your response. However, I do not see the "Duration - Calendar (hrs) > Full Resolution Time - Hrs" metric. Thanks, Uriel
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Uriel Flores commented,
That worked! Thanks!
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Uriel Flores created a post,
Notify agent to update ticket after n number of hours after requester's response
AnsweredHello. I am trying to create an automation to be able to send agents a message to provide an update on any ticket(s) they are assigned/working on if they have not provided an update after 168 hrs (...