James Green
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Total activity35
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Last activity
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Activity overview
Latest activity by James Green-
James Green commented,
Hey Jason Fouchier My understanding was that Next Reply Time is only counted from subsequent end user comments, not the first comment. So if your agent answers or even solves the ticket with their ...
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James Green commented,
Could you just ignore First Reply Time and focus on Next Reply Time?
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James Green commented,
Hi Nicole, Maybe you could make those triggers add tags like `closed_by_spam`, `closed_by_empty_message`, etc. and exclude tickets with those tags from your metrics? James
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James Green commented,
Understood! Thanks for the reply.
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James Green commented,
Hello, I think substring matching might be a bit too strict. I enabled the word moderation with the recommended sample list of restricted words. It includes the word "hell", but comments from users...
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James Green commented,
Hi, Do requesters' comments count against one-touch? For example: A customer adds a comment before an agent gets to the ticket A customer replies "Thank you" and an agent re-solves the ticket with...
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James Green commented,
Hello, When uploading a CSV to define recipients, can I include extra fields (external_id, custom_fields.<field_key>, etc.) and have these user fields imported correctly? Or, should I import these ...
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James Green commented,
Nice series! I saw one little typo: "We recommend using one of the various randomizer tools available on the Interne."
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James Green commented,
@Jordan Hmm maybe I'm not understanding correctly. My suggestion would ensure that a ticket is only Open (and therefore subject to your two day periodic update) if there is a customer update. Your ...
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James Green commented,
Jordan, Could you use Next Reply Time and ensure that agents always have the "last word" in the thread? The timer should then only keep running when the customer adds a comment (i.e. moves it from ...