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Ben Rosenberg
Joined Mar 17, 2023
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Last activity Nov 19, 2024
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Latest activity by Ben Rosenberg
Ben Rosenberg commented,
Just wanted to add my voice to the other comments here since the migration from the old Knowledge Capture app. The automatic assignment to the article owner really messed up our article review workflow. Would really appreciate for this to be more configurable in the future.
View comment · Posted Nov 19, 2024 · Ben Rosenberg
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Ben Rosenberg commented,
Thanks Suhant! I hadn't gone that far to try it in Python since it wasn't looking like that domain_name field would even work. Thanks for the info and awesome workbook!
View comment · Posted May 24, 2024 · Ben Rosenberg
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Ben Rosenberg created a post,
Has anyone figured out a good way to obtain a list of Orgs that do not have a domain? We don't have a clean way to pass these from our CRM and I'd like to review them periodically.
- In explore I can build something based on tickets, but if the org has never created a ticket they won't show up (which would be a common thing for new customers)
- Via the API domain_names is not a valid query parameter so I can't use the org/search function
- The account export feature seems wonky for organizations (unclear what the date range is referencing) and can't really be filtered
Posted May 24, 2024 · Ben Rosenberg
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Ben Rosenberg commented,
Yes, this is what we added and it has stopped them from coming through.
View comment · Posted Aug 25, 2023 · Ben Rosenberg
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Ben Rosenberg commented,
Mariam Khan brilliant. I personally had no idea you needed to add any modifiers to the blocklist to get it to actually do what it says it will do.
View comment · Posted Aug 11, 2023 · Ben Rosenberg
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Ben Rosenberg commented,
I know this is the feature request thread but I am not sure where else to post. I don't need new features I need the basic functionality of the app to work consistently.
Since we've installed the app I have not had a single day where the app has done what it needs to. We are constantly having to manually add and remove the agent_ooo tag from tickets because the agent tags are not consistently translating from the agent to their tickets. I've talked to support and moved the app triggers to the top of our order. The issue fundamentally keeps coming down to the fact that even when the agent tag is added or removed, their corresponding tickets are not consistently updated. Sometimes it's all of them, sometimes it's none, and sometimes it's some. We are not doing high volume so I doubt this is a rate limiting issue or anything like that.
WIth no other reasonably usable method to manage agent availability inherent to the platform the inconsistency in the performance of this app is infuriating. All of the articles and reviews related to this app are filled with a similar experience to mine I know I am not alone in these issues.
View comment · Posted Apr 20, 2023 · Ben Rosenberg
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