Cameron D.
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Total activity70
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Last activity
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Activity overview
Latest activity by Cameron D.-
Cameron D. commented,
+ 1 to all this, basically — super important for us to give access to sales and account managers who want to be able to report on some basic metrics for their customers but aren't giving support th...
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Cameron D. commented,
Seconded — I understand that another party who isn't on the ticket (perhaps the requester forwarded) would be flagged and might not reset the SLA, but internal notes from CCs who used Reply instead...
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Cameron D. commented,
@Kevin Tran we had to create a "forwarding notes" multi-line field to add any additional context since internal notes don't forward, then added that to the forwarded email using the custom field pl...
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Cameron D. created a post,
Struggling with Syntax
We have a custom # Tickets Created metric: This metric uses the following _Filter to take out a slew of tags and it works well: However, I need to also filter out any tickets in the Ticket Group T...
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Cameron D. commented,
@Mikayla, this is how we (and I assume Jennifer) do it.Add a set of labels to whichever trigger sends your answerbot emails. For example, "answerbot_attempted" and "solved_by_answerbot" Then, assum...
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Cameron D. commented,
Hey Mike -- we've been running Answer But for over a week now, but no Deflections tab in insights!
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Cameron D. commented,
+1 on @Matthew Tullo's issue I have tons of fields all working with the Conditinal Fields app -- had to add each one to move everything above Subject, and they all moved but some no longer display ...
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Cameron D. commented,
You're a wizard, Eugene! It's working brilliantly. As long as I remember to set the date after July 13th 2016, everything looks good to go.Thanks!
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Cameron D. commented,
I'm trying to calculate response times beyond the first reply time. I thought this set would work: Timestamp--Ticket Reopened SELECT MIN( SELECT( SELECT( SELECT Ticket updated (minutes) BY Ticket U...
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Cameron D. commented,
I'd like my report to be filtered by ticket update, so would I need to create a "_Filter Ticket Last Update Date" metric (as it doesn't exist now)?