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Anna .G

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Latest activity by Anna .G
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    Anna .G commented,

    1. Support
    2. ...
    3. Agent guide for Support
    4. Creating a follow-up for a closed ticket

    Hi,   "3. Click Create follow-up. A new ticket is created with the same data as the original ticket, excluding the Priority and Type fields." Is there a way to automatically pull the priority of th...

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    Anna .G commented,

    1. Community
    2. Support Q&A
    3. Reopening tickets based on date

    Hi Brett, Thanks for your feedback. I checked and it seems be related to the ticket type :)

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    Anna .G created a post,

    Reopening tickets based on date

    Answered
    1. Community
    2. Support Q&A

    We are trying to create an automation that will re-open tickets from oh-hold status 48 calendar hours before the due date. The following automation was created but it's not firing. We also tried se...

    • Anna .G
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    Anna .G commented,

    1. Community
    2. Support Q&A
    3. Tracking Agent Licenses

    After having a lot of headache with the XML that needs to be filtered and looking for the roles that might stand out and basically working blind, we found that Zendesk has a great add-on which make...