Colleen Hall
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Total activity92
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Last activity
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Articles
Recent activity by Colleen Hall-
Understanding CCs and followers
Note: This article describes an updated CCs and followers experience. If your account was created before May 2019, you might need to migrate to this updated experience. If enabled by an a...
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Activating custom ticket statuses
Fastpath: Admin Center > Objects and rules > Tickets > Ticket statuses A custom ticket status is a status created and defined by an admin or ...
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Managing ticket statuses
Fastpath: Admin Center > Objects and rules > Tickets > Ticket statuses When you activate custom ticket statuses, you can edit tic...
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Viewing your ticket statuses
Fastpath: Admin Center > Objects and rules > Tickets > Ticket statuses The Ticket statuses page provides a central place for admins to create and manage ticket statuses. From this page, you can v...
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Creating custom ticket statuses
Fastpath: Admin Center > Objects and rules > Tickets > Ticket statuses When you activate custom ticket statuses, admins and agent...
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What's New quarterly roundup: November 2022
Click Follow in the What's New section to be notified when the monthly What's New is published. Check out what's new in the last quarter: Make it easy for your customers Set your teams up for suc...
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Using @mentions
Agents and admins can add other agents to the tickets using @mentions. End users can't be @mentioned. Light agents can't use the @mention feature because it adds a CC to the ticket, which ...
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Using Microsoft Teams in side conversations (EAP)
Note: This article describes functionality that’s available only for select customers in the Microsoft teams in side conversations close...
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Activating and deactivating macros keyboard shortcuts
Macros can be applied by using a keyboard shortcut in ticket comments. Applying macros with keyboard shortcuts is activated by default. You can deactivate macro keyboard shortcuts fr...