Avatar

Aimee Spanier

  • Total activity 215
  • Last activity
  • Member since
  • Following 0 users
  • Followed by 1 user
  • Votes 1
  • Subscriptions 162

Activity overview

Latest activity by Aimee Spanier
  • Avatar

    Aimee Spanier created an article,

    Adding other agents or end-users to a ticket

    You can include additional agents or end-users on tickets, if you have the right permissions. The CC list allows you to add both agents and end-users to the ticket. The @mentions feature allows ...

  • Avatar

    Aimee Spanier created an article,

    Changing a ticket comment from public to private

    Public comments on tickets can be changed to private comments. Agents can change only their own comments from public to private. Admins can change any public comment to private. You cannot, howeve...

  • Avatar

    Aimee Spanier created an article,

    Adding tables to ticket comments

    Although you cannot add tables to your comments using the rich text editor options, you can incorporate tables in two ways: Installing and using the Tables app. Copying and pasting a table from ...

  • Avatar

    Aimee Spanier created an article,

    Adding attachments to ticket comments

    Agents can include file attachments in ticket comments. If enabled by an administrator, end-users can add attachments to ticket comments as well. Adding comments to tickets Changing a ticket comm...

  • Avatar

    Aimee Spanier created an article,

    Using custom ticket fields and ticket forms with the Web Widget

    The Web Widget allows you to customize the information displayed in your contact form in a number of ways. In this article, we'll discuss the following customizations: Adding custom ticket fiel...

  • Avatar

    Aimee Spanier created an article,

    Web Widget resources

    This article includes resources for setting up and using the Web Widget, including documentation and support tips. Administrator docs Using Web Widget to embed customer service in your website...

  • Avatar

    Aimee Spanier created an article,

    Setting up Answer Bot (EAP)

    After you are approved for the beta program and Answer Bot has been activated, you can begin setting it up. This article includes the following topics: Turning on Answer Bot Creating or modifyin...

  • Avatar

    Aimee Spanier created an article,

    Understanding Answer Bot (EAP)

    Answer Bot impacts both the end-user's and agent's experience, and can provide useful data in reporting on the effectiveness of the feature. This article discusses the following topics: Understa...

  • Avatar

    Aimee Spanier created an article,

    Enabling private ticket creation

    You may want to give your agents the option to create private tickets on behalf of your customers. Private tickets are, for the most part, regular tickets with no public content - all comments an...

  • Avatar

    Aimee Spanier created an article,

    Using Connect to target all website visitors

    Note: This feature is a rolling release. It will be available to all Connect users over the next several weeks. You can create a Connect in-product message (IPM) campaign that targets every visi...