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Cory Truesdell
Joined May 18, 2023
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Last activity Jul 15, 2024
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Latest activity by Cory Truesdell
Cory Truesdell commented,
Curious, are macro suggestions only available for instances where the AI add-on is purchased and enabled? We've recently upgraded to leverage AI functionality, but the 'suggested dates' are from earlier this year and last year. Thanks!
View comment · Posted Jul 15, 2024 · Cory Truesdell
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Cory Truesdell commented,
I'm really confused about the inability of Agents to create new users unless they can see all tickets. I have two group within my ZD setup, a Customer Support team and a Accounting Support team. I don't need these groups seeing each other's tickets so I have them separated. But as helpdesk folks, when they get a call and want to record the request, they can't create a new end-user if their a first time caller? This is an intentional feature? How are they supposed to work around this?
View comment · Posted Jul 13, 2023 · Cory Truesdell
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Cory Truesdell commented,
+1 for this feature. I recently made a significant change to the way we category incidents and would love to go back and bulk-edit the old ones to match the new format.
View comment · Posted Jun 08, 2023 · Cory Truesdell
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Cory Truesdell commented,
Question - If an agent is flying thru tickets in guided mode and a customer replies to a ticket they've previously been assigned to, will that ticket jump to the front of the line for that assigned agent?
View comment · Posted May 18, 2023 · Cory Truesdell
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