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Joanna Isac's Avatar

Joanna Isac

Incorporación 31 oct 2021

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Última actividad 31 ene 2024

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Última actividad de Joanna Isac

Joanna Isac hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Yes this is basic functionality that is much needed. Dave Dyson (gmail) Brett Bowser is there another way to configure an automation that will set the status of tickets to open on a specific day, or after X days, without changing the assignee, group or the priority? 

Ver comentario · Publicado 31 ene 2024 · Joanna Isac

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Joanna Isac hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

I understand internal notes are a System of Record. However, sometimes an agent can make a typo or add a note that is incorrect and wants to make changes within minutes - it's not possible.

The option to "Redact" a note - although helpful in some ways, does not address this issue. Because, if you have typed the wrong date, for example, there is no way to change that. You would need to redact the incorrect information, then add an additional note with the correct information - so adding to the clutter.

There should be a way to allow at least admins or designated agents to delete/edit a note but keep track of that record in the Events log. 

This is common functionality with other customer support softwares.

Ver comentario · Publicado 21 abr 2022 · Joanna Isac

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Joanna Isac hizo un comentario,

ComentarioTicket basics

Any plans to add user-level internal notes? These would be automatically visible on any tickets opened by that user. 

Ver comentario · Publicado 23 nov 2021 · Joanna Isac

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