Felipe Fernandes

1. Support
2. ...
3. Insights reporting
4. Insights recipe: First reply time by event (version 2)

This is great. Thanks for sharing. Getting closer to finding a real FRT. In another article, I found a suggestion that I should add an "agent_created" tag to tickets created by an agent and then ex...

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• Felipe Fernandes
• Created January 03, 2019 22:00
• 0 votes

1. Community
2. Feedback on Support
3. [COMPLETED] Add a placeholder for formatted comment values -- maybe {{comment.value_formatted}}

Hi @Kay - RealConnections (NL)   I also got the unformatted template to work, thank you. The only issue I'm seeing now is that it still does not feel like an email conversation with the user. Repli...

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• Felipe Fernandes
• Created February 08, 2017 20:07
• 0 votes

1. Support
2. ...
3. Reporting
4. Understanding ticket reply time

@justinsmith - For option #2 as you suggest, could you please give me some instructions for how to setup that trigger?  I'm not sure I have it working right.  I'm afraid that tagging any Current Us...

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• Felipe Fernandes
• Created May 06, 2016 21:53
• 0 votes