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Rico Pagliuca's Avatar

Rico Pagliuca

Incorporación 28 may 2021

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Última actividad 08 sept 2023

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Última actividad de Rico Pagliuca

Rico Pagliuca hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

This would be enormously helpful. Side Conversations are critical for many ticket flows and often lead to an unintentional drop in response times due to the lack of notification options.

Defaulting to bcc the agent creating the side conversation is something we'd absolutely love to have.

Ver comentario · Publicado 08 sept 2023 · Rico Pagliuca

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Rico Pagliuca hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Big time +1 to this. The org features in ZD are not well suited to internal management structures where, in our case, store level and GM users submit tickets that Area Managers want to be able to comment on. But Area Managers submit tickets we should never let lower levels see details on. 

Ver comentario · Publicado 24 ago 2022 · Rico Pagliuca

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Rico Pagliuca hizo un comentario,

ComentarioWorking with leads and contacts

It would be so wonderful is Support had this structure. Subordinate organizations [and associated user rights] would be massively beneficial to support. It's a frustrating product gap. 

Ver comentario · Publicado 30 mar 2022 · Rico Pagliuca

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Rico Pagliuca hizo un comentario,

ComentarioHow to solve issues with the email channel

We have an instance where we have an external support provider that sends us ticket notifications [via ConnectWise, I believe] which always come with the subject:

Ticket#XXXXX/Location/Issue

Each time their ticketing system generates a response [whether to us or another third party or to their own office] it creates a new ticket.

How can I have a trigger based on subject to check if the Ticket#XXXXX exists and thread into that if so?

Ver comentario · Publicado 17 ago 2021 · Rico Pagliuca

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