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David Brown

Incorporación 15 abr 2021

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Última actividad 10 feb 2023

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Última actividad de David Brown

David Brown hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

We need a way to activate and deactivate SLAs, not simply delete them. I have a feature request created for this.

Ver comentario · Publicado 17 oct 2022 · David Brown

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David Brown hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

For the time being, my workaround is to add some impossible "ALL" condition combos, and being that all of my ticket forms use "type" as an attribute field, I set policy such that "type is question" + "type is task" + "type is problem" + "type is incident" which is impossible to be a positive true situation, conversely this can be done by making an ALL condition using "is not" for conditions that would normally always be present. I however would prefer to not monkey with the policy and try to remember what it was I did to make it non-functional and just archive it as deactivated.

Ver comentario · Editado 07 oct 2022 · David Brown

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David Brown creó una publicación,

Publicación Feedback - Ticketing system (Support)

I would like the capability to activate and deactivate SLA policies. Currently I can only delete a policy which I wish to put on the backburner but may use in the future. I would like a means to preserve these policies as I may have a need to revert during or after testing. My workflow is to analyze PROD SLA data, and build more refined and accurate SLA policies in DEV for testing and any associated triggers and automations before deploying to PROD. This typically means creating new policies to replace the old, however I want to preserve the old policies and not outright delete as I can use that baseline information to look back on former policy or even reinstate if the need were to arise. Please add a feature for activate and deactivate in PROD environments and sandboxes (DEV) much like ticket forms.

Editado 07 oct 2022 · David Brown

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David Brown hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

That's no good, but another approach in the meantime is to just use the query bar instead of the filters and search using tags:tag_name provided that you know the tag taxonomy that you are looking for. So for example from your animation, running a query for tags:cleanmypc should return every ticket which has that tag set.

Ver comentario · Editado 18 may 2022 · David Brown

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David Brown creó una publicación,

Publicación Q&A - AI and automation

Hello, I have a trigger schema that sends email notifications to agents and admins when a CSAT rating is received from the requester and provides the rating and any free text comments entered. I also have a set of triggers that provide an almost identical email notification when a CSAT survey has been updated by the requester. These update triggered email notifications to agents and admins work fine when a requester changes the satisfaction rating from good to bad, or bad to good, and it works when the satisfaction reason (drop-down box selection) is changed. What I have not been able to puzzle out is how to fire the update trigger when the rating and satisfaction reason remain the same, but the free text comment box content changes. It seems I can only trigger events based on "satisfaction" and "satisfaction reason" and I am not obviously seeing an applicable selection for "satisfaction comments." I would expect something like, "satisfaction comments" is/is not/changed to/changed from/updated/etc. as options. Does anyone have some advice? I want my agents and admins to have the latest and greatest CSAT survey response information via a notification email and need a means to test for change of survey comments which in turn initiates the CSAT update trigger. I hope this makes sense.

Editado 18 may 2022 · David Brown

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David Brown hizo un comentario,

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

CJ Johnson if true, this is not great. I use the restricted section effectively as a space for on-demand training, with articles containing instructional videos. I really would like a means to know who has and has not viewed the content. I am very interested in having access to that level of insight.

Ver comentario · Publicado 12 may 2022 · David Brown

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David Brown hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Zac Garcia I am certainly open to discussion, that is perhaps the best way to have a better understanding of our workflow, needs, and use case(s).

Ver comentario · Publicado 12 may 2022 · David Brown

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David Brown hizo un comentario,

Comentario de la comunidad Q&A - Reporting and analytics

I cloned the default dashboards and queries, then I could make any change I wanted to my custom dashboards.

Ver comentario · Publicado 09 may 2022 · David Brown

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David Brown creó una publicación,

Publicación Feedback - Reporting and analytics (Explore)

I have use a section in my knowledge base which is restricted, only agents and admins can see the content. I use this section to post important updates to my agent base about what has changed in the system, and how to use certain features. I use the Guide Dashboard to see the article view count, but what I would really like to have is a means to see exactly who has viewed a given article, this way I will also know who has not as it is very important that my agents consume the content located in this restricted section. I do not see a means to do that with the Guide Dashboard, is there a way to do so? My instance is inward facing with SSO, all users are signed-in users, and so that info must be captured somehow and is not anonymous.

Publicado 09 may 2022 · David Brown

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David Brown creó una publicación,

Publicación Feedback - Help Center (Guide)

I use a section in my Help Center to provide informational updates to my agent base. The articles in this section are viewable by agents and admins only. Some agents have been good and clicked "Follow" as instructed so that they receive an email notification when I publish new content about feature additions, changes, improvements, etc. Others have not. I would like a way for forcibly assign/set as "following" for my agents to this section. Is there a means to do so, and if not can one be made?

Publicado 09 may 2022 · David Brown

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