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Monica Turley

  • Total activity 12
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Activity overview

Latest activity by Monica Turley
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    Monica Turley commented,

    Hi Rebecca, To clarify, in the Reporting Overview, First Reply means Second Public Comment, correct? So the timer for that is determined when the second public comment is made? Matching Gorgias sel...

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    Monica Turley commented,

    @Rebecca, Thanks for the reply. I believe the disconnect here is that when we look at the Reporting view, a user can select First Reply Time and then use the "Reporting period", which is essentiall...

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    Monica Turley commented,

    @Gorgias, No, the status was not changed. I originally created the ticket by submitting the first public comment and set it to Pending. When I followed up with the second public comment, it was sub...

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    Monica Turley commented,

    Gorgias - I'm just a user, but I believe it is your second option: b. Tickets that had their first response over this time range When I first discovered FRT, I did so on accident, as I was respondi...

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    Monica Turley commented,

    Hello Justin, Thank you greatly for your reply. It unfortunately confirms what we were afraid of. Yes, many of our tickets are created by an agent, in which sometimes it is not uncommon for a coupl...

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    Monica Turley commented,

    The article states.... The FRT clock STARTS when: The ticket is submitted by an agent on behalf of a user. Does this mean if I make the initial communication by creating a ticket and adding the c...

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    Monica Turley commented,

    I really need this feature too! Please make it available as soon as possible! If the views can adjusted, why can't the home page?????