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Feedback - Ticketing system (Support)

Share your feedback, ideas and experiences related to the use of our ticketing system (Support).

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      SLA Alerting in Minutes
      Planeado
      Currently, the smallest breach you can set up to be alerted is coming up, is an hour. Everyone I've talked to who uses Z...

      Publicado 01 sept 2015 · Celia Cottle

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      Allow All Agents to Add End Users
      Respondidas
      Currently in order to allow an agent to add an end user manually, the agent needs to have access to see all tickets. One...

      Publicado 30 ene 2024 · David Kuehn

      9

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      6

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      7

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      FEATURE REQUEST: make @mention functionality configurable at the user level
      Currently, the ability to @mention another user is based on the user's role (e.g., Light Agents can't use @mention funct...

      Publicado 10 mar 2023 · Kelly Prettner

      4

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      2

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      Trigger condition with evaluation of the numeric value in ticket field
      Respondidas
      In this moment the trigger condition based on numeric ticket field can only perform two basic stance: "Present" or "Not ...

      Publicado 14 feb 2022 · Riccardo Centomo

      20

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      16

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      17

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      Show Sender Email Address By Default
      Please create an option to allow us to show sender email address by default, for all tickets created via email. Current...

      Publicado 26 ago 2021 · Kyle Hagborg

      9

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      6

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      6

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      Allow editing of "Your email address" text description on "Submit a request"
      Respondidas
      We've been clients for 3 years now, but we still do not have the option to edit the "Your email address" text on the def...

      Publicado 12 jul 2017 · Stephen Clark

      16

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      4

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      Views: custom names for columns
      Hi, Is there a way to customize names for columns in views? For example, we have "Prossima violazione dello SLA" (Next ...

      Publicado 15 mar 2022 · Leonardo Germinario

      6

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      3

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      11

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      Feature request: Display archived tickets within the interaction history of a ticket
      Regrettably, there is no alternative method to access archived tickets aside from accessing the customer or user profile...

      Publicado 04 mar 2025 · Willi Emmerich

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      Printing Side Conversations
      We need the ability to have side conversations visible when we go to print the entire ticket. Those side conversations a...

      Publicado 18 feb 2020 · Catherine Bostwick

      47

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      40

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      52

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      Dashboard Tabs and Unwanted Query Duplicates
      We recently completed a metrics audit for our instance and began 2020 by publishing a new series of dashboards for the a...

      Publicado 28 feb 2020 · Scott Pontasch

      6

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      3

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