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Boosey & Hawkes Music Publishers Limited

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Activity overview

Latest activity by Boosey & Hawkes Music Publishers Limited
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    Boosey & Hawkes Music Publishers Limited created a post,

    How to stop end users solving tickets

    We recently started using the knowledge base. When we link to an article and end users click on the link, they are being presented with the following message: "Does this article answer your questio...

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    Boosey & Hawkes Music Publishers Limited commented,

    Grateful to you both, Hillary and Susan.

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    Boosey & Hawkes Music Publishers Limited commented,

    We're thinking through this very issue at the moment, and I particularly like Susan Maher's method of having an Owner and Assignee.  I wondered if people had taken this approach any further, and wo...

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    Boosey & Hawkes Music Publishers Limited created a post,

    I want our CCs to receive the same comment updates as our requesters

    My goal is simple I hope: I want our CCs to receive the same comment updates as our requesters. We recently had some coding done to make our comment updates look as much like emails to end-users as...

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    Boosey & Hawkes Music Publishers Limited commented,

    Thanks Brett.  Since I wrote the original post I actually rolled back the new CC and Followers behaviour because I'm pretty sure that it was related.  Following a few other changes now, we're close...

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    Boosey & Hawkes Music Publishers Limited created a post,

    Original CCs

    On new tickets, we can't see who the requester CC'd without clicking on "View original email" and copying and pasting them out of there in to the CC field.  Does anyone have a workaround for that?

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    Boosey & Hawkes Music Publishers Limited commented,

    Million and one votes for this from me and the team here!! Does anyone know, if we opt out of the new CCs and Followers experience, would that fix this problem?

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    Boosey & Hawkes Music Publishers Limited created a post,

    CC replied without copying the requester so their reply became an internal ote.

    Answered

    I'm hoping someone will be able to help us figure this out.    We had someone reply to an email from us who had previously been Cc’d, but they didn’t copy the original requester so their reply bec...