Keiran Rice

Hi all!

Our CSMs want to be notified when some of their customers raise tickets, but not for all.

The way I felt best to do this was a flag on each organisation with a "Notify CSM", either Yes or No. I also have the CSM's email as an organisation field against each of our customers.

I want to set a trigger to add a CC on tickets where the Organisation has 'Yes' against "Notify CSM", using the CSMs email to be the CC. I can work out how to trigger the auto-adding of an email using WebHooks and tags, but not parse the CSM email through to ensure the correct CC is added.

Does anyone have any ideas of how I can achieve this?

Feature Request Summary: 

Have a feature like "Close and Merge" to create new tickets

Description/Use Cases: 

Sometimes customers respond to existing tickets with a new request. It is a bit of manually work to create a new ticket, copy over the response and then respond to explain why you created a new ticket. Would be great to take the most recent response and turn it into a new ticket.

Business impact of limitation or missing feature:

Reduces manual intervention and makes agents life easier.

Other necessary information or resources:

This really would be so useful in so many different usecases!

Hi,

It would be great to have a IFVALUE 'IS BLANK' and 'IS NOT BLANK' option on a Ticket Form Conditions

I have a few forms where I have the same field repeated so we can do multiple tasks in one ticket. It works fine but it would be nice to show only the next available blank field if the previous field has a value - this would make our forms look more concise and usable.

Thanks!