James Green

1. Using Support
2. Best practices and recipes
3. Insights: One-touch tickets

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
• Created January 31, 2019 15:51
• 1 vote

1. Using Guide
2. Using the Community in Help Center (Guide Professional and Enterprise)
3. Moderating end-user content (Guide Professional and Enterprise)

Understood! Thanks for the reply.

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• James Green
• Created January 07, 2019 22:51
• 0 votes

1. Using Guide
2. Using the Community in Help Center (Guide Professional and Enterprise)
3. Moderating end-user content (Guide Professional and Enterprise)

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 ...

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• James Green
• Created January 07, 2019 19:56
• 0 votes

1. Using Support
2. Best practices and recipes
3. Insights: One-touch tickets

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 t...

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• James Green
• Created February 01, 2018 22:42
• 0 votes

1. Using Support
2. Reporting
3. Creating and sending a Net Promoter Score℠ survey to measure customer loyalty

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 ...

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• James Green
• Created January 31, 2018 22:33
• 0 votes

1. Using Support
2. Best practices and recipes
3. NPS Best Practices: The most effective way to send a Net Promoter Score℠ survey

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
• Created January 23, 2018 23:25
• -1 votes

1. Community
2. Support Best Practices, Workflows, & Tips
3. Adding Comments via Triggers and Automations

Thanks James! A bit tedious, but it looks like this is going to work. I added a custom ticket field, Assignee ID. In order to set it automatically with a trigger when the assignee changes, it has t...

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• James Green
• Created November 22, 2017 20:19
• 0 votes

1. Community
2. Support Best Practices, Workflows, & Tips
3. Adding Comments via Triggers and Automations

I've been using the method described here for automatically following up on Pending tickets after X time. It works very well, but we just added a second agent, and since the URL Target is linked to...

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• James Green
• Created November 22, 2017 15:57
• 0 votes

1. Using Support
2. Reporting
3. Defining and using SLA policies (Professional and Enterprise)

@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
• Created August 18, 2017 19:32
• 0 votes

1. Using Support
2. Reporting
3. Defining and using SLA policies (Professional and Enterprise)

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. move...

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• James Green
• Created August 17, 2017 18:59
• 0 votes