David Milward

Siket, Joseph I received an email last Thursday with the below.  It looks like a change is being rolled out over this month that at least returns this behaviour in non-messaging/chat tickets

Hi

We heavily use Triggers and have a few use cases in the automation mostly around highlighting tickets over a certain ages etc

A few points I would like to see

• Consistent UI between the two options - Adding tags as part of the triggers is easier and as you can see the tags you can be sure you haven't mispelt the tag.  In the automations, its a free text box which makes it easy to put a hyphen instead of an underscore and not realise
• Ability to properly group and categorise automations - This was a big improvement to triggers and makes them much easier to manage when you have a large number.  We tend to shy away from automations as its difficult to keep them all straight in your head when its just a growing block
• Next runtime and logging would be great - Just to give us an idea when the automations run but also to be able to troubleshoot why they didn't run against certain tickets
• The ability to force a run on the automations - Whilst I understand they are scheduled, this would help after first creating an automation so it can action what you are thinking about now.  If I create an automation to find and highlight all SLA breached tickets for some form of reporting on a consistent basis, being able to fire it manually the first time would be great as I can then move on to looking at this rather than waiting 2 hrs before the first run potentially.

Dave Smith - I believe you mean the subsections (correct me if wrong).  In a dropdown, you can add :: between parts to create a subsection in the dropdown.  For us this was

Exclaimer Cloud:: Signatures for G Suite

Exclaimer Cloud:: Signature for Office 365

It leaves you with Exclaimer Cloud visible first, then selecting those slides to create a new list of Signatures for Office 365 and Signatures for G Suite for selection.

This would be great.  One of the flaws of the Agent Workspace is seeing all the groups in a single hit so not easily being able to see the chat groups versus the ticket groups etc

@... - I agree the solution is not great for multibrand (we are in the same boat) but thankfully our secondary brands haven't required the customization yet so are happy with the current setup.

@... - You can do it with custom fields, we have it set up on one of our forms (linked here) with the Subscription ID and Licence Key fields displaying different descriptions.

$(".form-field.request_custom_fields_FIELDIDHERE").append('To locate your licence key for Exclaimer, follow the guide here
');

This would be great to help make this part of forms more useful.

We would aim to do it for our fields asking for licence keys etc to allow us to point the customer to a guide on finding the key if they haven't got it.

For those that are stuck, you can get around this limitation by adding something similar to the below to your script.js in the help centre theme.

The field names come from the API page here

The code has to be added within the $(document).ready(function() { of the script.js file

$('.form-field.request_description').append('
INSERT TEXT TO DISPLAY HERE
')