Mistyamber Reynolds

1. Comunidad
2. Feedback on Support
3. Admin tool request: List of suspended users

I would like to add my vote for this feature.  I keep seeing our internal employees get added to the suspended user list.  This makes their emails to our support team go to the suspended box.  I am...

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• Mistyamber Reynolds
• Creación 22 de septiembre de 2020 12:59
• 0 votos

1. Support
2. ...
3. Tickets
4. Creating conditional ticket fields

I have multiple values in my field that would go in the "required" area.  Rather than creating multiple conditions, could I do "required: not blank"?

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• Mistyamber Reynolds
• Creación 13 de diciembre de 2019 17:40
• 2 votos

1. Support
2. ...
3. Workflows
4. Setting your schedule with business hours and holidays

Thanks for responding!  When I add Within(schedule) to my trigger to set the Schedule, it doesn't work at all and no schedule is applied.  If I remove Within(schedule), it works. I've been trying t...

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• Mistyamber Reynolds
• Creación 10 de diciembre de 2019 21:43
• 0 votos

1. Support
2. ...
3. Workflows
4. Setting your schedule with business hours and holidays

Do you have any recommendations for the following:   Apply America schedule to cases that are received from 8am to 5pm Apply EMEIA schedule to cases that are received from 9pm to 7am I'd like to cr...

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• Mistyamber Reynolds
• Creación 10 de diciembre de 2019 21:37
• 0 votos

1. Support
2. ...
3. Workflows
4. Setting your schedule with business hours and holidays

The mistake I made above is that I forgot to set the trigger to apply the schedule.   Is there a way to apply a schedule based on the time the ticket was received? I'm not finding that option.  Bot...

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• Mistyamber Reynolds
• Creación 10 de diciembre de 2019 21:16
• 0 votos

1. Support
2. ...
3. Workflows
4. Setting your schedule with business hours and holidays

I figured out my issue above.  Disregard!!!!

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• Mistyamber Reynolds
• Creación 10 de diciembre de 2019 20:42
• 0 votos

1. Support
2. ...
3. Workflows
4. Setting your schedule with business hours and holidays

This article needs to be updated.  A lot of the screenshots are no longer accurate.  For example: it is no longer "ticket: within business hours", it is just "within business hours?"   When I attem...

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• Mistyamber Reynolds
• Creación 10 de diciembre de 2019 20:38
• 0 votos

1. Explore
2. ...
3. Explore recipes
4. Time Tracking app: metrics you need to be measuring

Brett Bowser after further digging, I'm not sure what I'm wanting to do is possible.  I noticed in the logs that Time Tracker continually adds time by case, not agent: Kamron first had the case and...

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• Mistyamber Reynolds
• Creación 6 de noviembre de 2019 22:41
• 0 votos

1. Explore
2. ...
3. Explore recipes
4. Explore recipe: Agent interactions on tickets

I only want to see ONE agent's comments on tickets by ticket ID.  Whenever I attempt to get this granular, it gives me the TOTAL comments (including the comments by other agents on the same ticket)...

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• Mistyamber Reynolds
• Creación 6 de noviembre de 2019 22:26
• 1 voto

1. Explore
2. ...
3. Explore recipes
4. Time Tracking app: metrics you need to be measuring

Brett Bowser When I add the Updater attribute, I get the message: "'Updater Role' which is unknown as attribute, isn't valid."

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• Mistyamber Reynolds
• Creación 4 de noviembre de 2019 18:12
• 0 votos