Martin

We've enabled the auto-open ticket for messaging tickets in the omnichannel routing. At this moment we handle all tickets the same, so email + messaging tickets. 

It would be nice if the messaging tickets would be auto-offered to available agents and put into the inbox of an agent on SLA. For example: 

Martin has a maximum of 5 emails and 3 messaging tickets in his inbox. He's always working on SLA's. When he's working on a ticket with a SLA of +54 minutes and a messaging tickets comes in with an SLA of +2 hours, the ticket should be assigned to the inbox of the user instead of auto-opened en overwrites the current ticket due to first reply priority. 

Thanks. 

Please make this happen, very old issue and already raised many times!

Would be nice to have a function to remind someone to check an article on a specific date/time. 

This was you create a sort of calendar for reminders for specific articles. 

Yes wanted feature this one!

Hi!

I cannot find the $(document).ready(function() { in the JS. 

I do not seem to manage to get the coloured notes right. 

In CSS I did this: 

p.fyi {
 background-color:lightblue;
 border: blue solid 1px;
 padding: 10px;
 margin:10px;
 color:black;
 font-style:italic;
 text-align:left;
}
p.important {
 background-color:pink;
 border: red solid 1px;
 padding: 10px;
 margin: 10px;
 color:black;
 font-style:italic;
 text-align:left;
}
p.internal_note {
 background-color:khaki;
 border: goldenrod solid 1px;
 padding: 10px;
 margin: 10px;
 color:black;
 font-style:italic;
 text-align:left;
}

In JS I did this:

$(document).ready(function(){
$("p:contains('Disclaimer:')").adaClass(* important');
$("p:contains('Important:')").addClass(important');
$("p:contains('Note:')").addClass('fyi');
$("p:contains('FYI:')").addClass('fyi');
§("p:contains('Tip:')").addClass('fyi'):
§("p:contains('Internal Note:')").addClass('internal_note');
                                     
if(HelpCenter.user.role=="agent"){
 $(".internal_note").show();}
if(HelpCenter.user.role=="manager"){
 $(".internal note").show();}

Added the $(document).ready(function(){ myself at the bottom of JS..