Jeffrey LeBlanc

I would like to have all End Users from our email domain that are added as a cc by a customer be stripped out of the CC line and automatically added as a follower.

We strive to keep direct email addresses out of the ticketing system to remove the shadow support system but often users get added by internal or external users without the agent noticing it was done.

Has there been any action on this? 

My team needs the ability to strip out all internal users from the cc line and add them as followers at a minimum.

I see in preferences I can choose to select Follower and CC but not Follower or CC and rejecting all CC adds from our own internal domain for customer tickets would help our process greatly.

 

@david How do users that do not need or desire multi-instance support move back to using legacy-message-attachments?

David,

That is an absolutely unacceptable workaround to a key feature to be replaced by multi-instance which is completely useless to my team with our structure.

How can we get a version that rolls back to the message attachments and allows others that want multi-instance to move and make the decision for themselves?

Over the weekend an update was launched and now we no longer get the colored pars based on status from the ZD<>Slack Integration. This was key to managing ticket traffic in our organization and I need to get it back.

Did an update for this app get pushed out over the weekend and are there release notes?

Arpan,

I see the value in having that be optional at the account level to enable or not but I have found that the chat often goes to the one Agent that goes available signs in or to no one at all if they have to remember on their own.

It would be extremely powerful to be tied with logging in and then adjusted after that. If it's mixed, give us the option at the account level and we can decide best with our team keeping individual company cultures in mind.

I don't understand why we can't create a Custom view for a requester that is not an agent in our account or why CSVs can't be generated for a search and only from a custom view.