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Alan Butcher

Joined Nov 02, 2022

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Last activity Jul 10, 2023

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ACTIVITY OVERVIEW

Latest activity by Alan Butcher

Alan Butcher commented,

CommentBusiness rules

Hi Leslie - Not here, I found an article and I seem to recall my problem was that during my testing I was signed in as an agent and that is why it was taking me to the agent view, but that an external user could click the same link and be taken to the help center view...does that sound about right? Sorry, it has been a while! 

View comment · Posted Jul 10, 2023 · Alan Butcher

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Alan Butcher commented,

CommentBusiness rules

Hello, 

Quick question.

I am creating a trigger to notify an external email target of a ticket created at their organization, but I am having trouble finding the right placeholder in the email body that will link them back to the help-center to view the ticket. 

Basically, an email will be sent to an external user when someone at their organization opens a ticket via our help center, I want the external user to be able to click the ticket link and be taken to the help center to view the ticket. 

Currently I have tried: 

#{{ticket.id}}

{{ticket.link}}

{{ticket.url}}

But these all point me to the agent's view of the ticket. How do I get the external user a link to the help center view of the ticket? 

View comment · Posted Dec 19, 2022 · Alan Butcher

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Alan Butcher commented,

CommentSlack integration

Hi Sean, I posted a screenshot with our current trigger notification. Are you referring to updating our legacy Slack notifications referenced in this article? And if so, when adding the organization placeholder to my new trigger, do I have the correct syntax in the following, specifically the syntax before the placeholder, do I add "organization" before the placeholder, or is it something else, or does it matter?

 "organization": "{{ticket.organization.name}}"

View comment · Edited Dec 02, 2022 · Alan Butcher

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Alan Butcher commented,

CommentSlack integration

Hello! 

I am trying to add the organization's name to our Slack notification, I cloned the default trigger and am using the given place holder, but what do I use in front of the placeholder? Just "organization"? 

For example, here is our default trigger: 

{
    "ticket_id": "{{ticket.id}}",
     "status": "{{ticket.status}}",
     "updated_at": "{{ticket.updated_at_with_timestamp}}",
     "subdomain": "{{ticket.account}}",
     "ticket_latest_comment": "{{ticket.latest_comment}}",
     "updated_by": "{{current_user.name}}"
}

Would this be the correct way to add an organization to it? 

{
    "ticket_id": "{{ticket.id}}",

     "organization": "{{ticket.organization.name}}",
     "status": "{{ticket.status}}",
     "updated_at": "{{ticket.updated_at_with_timestamp}}",
     "subdomain": "{{ticket.account}}",
     "ticket_latest_comment": "{{ticket.latest_comment}}",
     "updated_by": "{{current_user.name}}"
}

Thanks! 

View comment · Posted Nov 28, 2022 · Alan Butcher

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Alan Butcher commented,

CommentSlack integration

Hello, I am also interested in Kiran's post from above, as well as Albert's about adding an organization name to the Slack Ticket Trigger. Anyone have a good answer for that? 

View comment · Posted Nov 09, 2022 · Alan Butcher

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Alan Butcher created a post,

Post Feedback - Reporting and analytics (Explore)

Hello, I have two asks from my boss:

1) Show trend over time of number of unresolved tickets that are currently in ON- HOLD status. Measured minimum weekly.

2) Show trend over time of percentage of unresolved tickets that are currently in ON-HOLD status

Some quick background, when an agent determines a support request is a platform bug that needs to be fixed by the development team, the ticket is placed into a ON-HOLD status until it is resolved. We want to know how many support tickets get moved to a ON-HOLD status over time, so we can gauge how many tickets the support team is directly responsible for, and how many/how often tickets need a platform bug fix. 

I have tried to create a backlog report to see the sum of tickets in an ON-HOLD status over time, but the data is not adding up, or I am reading it wrong. We currently have 93 tickets in a HOLD status, but my backlog report is only showing 28. How am I reading this wrong and is there a better way to build this report?

Edited Nov 03, 2022 · Alan Butcher

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