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Brettany Rhodes

Incorporación 16 abr 2021

·

Última actividad 09 ene 2025

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63

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15

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27

RESUMEN DE LA ACTIVIDAD

Última actividad de Brettany Rhodes

Brettany Rhodes creó una publicación,

Publicación Q&A - Reporting and analytics

I'm looking for an option to locate problem tickets without an incident attached. I've created an Explore report that will include problems with incidents, but it does not pull in the problem tickets without incidents. 

Thanks!

Brettany

Publicado 07 ene 2025 · Brettany Rhodes

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Brettany Rhodes creó una publicación,

Publicación Q&A - Users, groups, and organizations

I'm looking for a way to update an Organization field (Onboarding Status) after a predetermined amount of time. I need this status changed at the Org Level, not the ticket level.

For example:

Organization field > Onboarding Status field = Early Adoption

after 90 days change the 

Onboarding Status field = Onboarding Complete

Publicado 03 may 2024 · Brettany Rhodes

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4

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2

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Brettany Rhodes creó una publicación,

Publicación Q&A - Tickets and email

I'm looking for a way to a macro, or possibly an internal note added when an agent first opens a ticket. We need to set reminders for agents to add certain documentation before taking action on the ticket (pending, on-hold, solved).

Is there an option or workaround to do this?

Publicado 13 mar 2024 · Brettany Rhodes

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4

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3

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Brettany Rhodes hizo un comentario,

ComentarioTicket management

We are still only seeing the 12/8 split as well, when will the 30/10 split be available? Is there option in Admin that needs to be turned on?

Ver comentario · Publicado 02 oct 2023 · Brettany Rhodes

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Brettany Rhodes hizo un comentario,

Comentario de la comunidad Feedback - Reporting and analytics (Explore)

+1 Need a report to find tickets that are marked incidents and not tied to a problem ticket. Also, seeing how many incidents are tied to a problem ticket would be extremely helpful.

Ver comentario · Publicado 18 jul 2023 · Brettany Rhodes

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Brettany Rhodes hizo un comentario,

ComentarioTicket management

I'm needing to audit all views and who they are available to. Is there a way to export the views list?

Ver comentario · Publicado 22 mar 2023 · Brettany Rhodes

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Brettany Rhodes hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Any update on this feature request for unmerging tickets?

Ver comentario · Publicado 27 sept 2022 · Brettany Rhodes

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Brettany Rhodes hizo un comentario,

ComentarioEnd users and organizations

When setting an individual user to Can view all org tickets in their user profiles. Does this user have edit rights to all org tickets or is it view-only access?

Ver comentario · Publicado 24 ago 2022 · Brettany Rhodes

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Brettany Rhodes hizo un comentario,

ComentarioBusiness rules

We have a trigger set up to send a notification to Slack if a ticket is received with "red flag" keywords indicating a high emergency issue is taking place. The notification is working fine, but the agents are requesting the Slack notification contain the red flag word. Is there a way to include a word or phrase when listed as an "ANY" condition for the comment/subject text? Attached are samples of the trigger created and the Slack notification received. Any help would be appreciated.

 

Ver comentario · Publicado 16 may 2022 · Brettany Rhodes

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Brettany Rhodes hizo un comentario,

Comentario de la comunidad Feedback - Help Center (Guide)

Any update on this? I'm looking for a solution to send a notification to a Slack channel each time a new online help article is published.

Has anyone come up with a work around to send a notificate to Slack when articles are published without creating a ticket?

Ver comentario · Publicado 13 abr 2022 · Brettany Rhodes

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