Rafael Santos
CRM Manager, Customer Service, at Uphold Inc
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Recent activity by Rafael Santos-
Hey Gorka Cardona-Lauridsen, would this new feature encompass the usage of Custom Ticket Status? It would be great to be able to apply a sorting filter to the custom status we want them to look at ...
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Riah Lao yes, you can use double quotes there, and Else If works too. {% if ticket.brand == "XYZ's" %}Action A{% elsif ticket.brand == "IJK" %}Action B{% else %}Action C{% endif %} You'll find more...
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Hey Richard Heindl, you might be able to achieve this via the API through the usage of Relationships, establishing a Relationship between zen:organizations as source and target objects, as well as ...
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Hey Desh Naik, are you using the following endpoint? POST /api/v2/tickets If to be called in bulk, it would be preferable to use: POST /api/v2/tickets/create_many While 'x-rate-limit-remaining' ide...
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Additionally, we can include the Macro's ID in the ticket's macro_id field, so that it shows on the ticket audits.
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Just one note there.On step 2, the Request method should be PUT instead of GET. API Reference / Ticketing / Users / #Update User PUT /api/v2/users/{user_id} Also, this might fail if you have Valida...
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Would this be a role permission to view tickets' SLAs? That would be quite interesting. In addition to this, it would be interesting to have "shadow SLAs", to allow us to define an SLA policy draft...
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+1 to being able to link a Schedule to a Calendar to define holidays. It would be amazing to have the option to link to a team calendar to identify working ours and Out-of-Office, such as what's av...
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John Costello This was for the Support figures.Edit: We now have Drill-In for Chat and Talk, and those are showing accurate counts for Chat, while very weird ones for Talk agents.
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This feature looks quite promising! However, while trying to test it, I've observed that we have 116% of our total staff members showing up as Online users, or 127% of our used agent seats. Additio...