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Charles Perkins

Incorporación 13 jun 2022

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Última actividad 03 jun 2024

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Última actividad de Charles Perkins

Charles Perkins hizo un comentario,

Comentario de la comunidad Feedback - Help Center (Guide)

Any timeline on this, now that it's a year later?

Ver comentario · Publicado 03 jun 2024 · Charles Perkins

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Charles Perkins hizo un comentario,

ComentarioHow to customize the theme of the help center

Will this prevent all of the comments section, as shown in this screenshot, from being displayed?

Ver comentario · Publicado 27 sept 2023 · Charles Perkins

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Charles Perkins hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Is there a way to clone a schedule? Would save a lot of time! Or will the default schedule be used if none is specified? 

Ver comentario · Editado 09 ago 2023 · Charles Perkins

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Charles Perkins hizo un comentario,

Comentario de la comunidad Feedback - Apps and integrations (Platform)

More options would be good. Currently, tickets get assigned to the default brand. Our work-around is to have the agent forward the email to a brand's address. Having the option to assign to a group would work. We have agents that work in only one brand. It would be nice if we could default the Outlook App generated tickets to their brand. 

Ver comentario · Publicado 21 jun 2023 · Charles Perkins

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Charles Perkins creó una publicación,

Publicación Q&A - Help center and community

How do you display a System Status banner on the Help Center Homepage? We have an Announcement section, but you have to click a link that takes you to our General KB page. For example, Submit a request – Dashlane has a banner. I'm not sure if it displays anything when there is not an active incident.

Publicado 02 jun 2023 · Charles Perkins

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Charles Perkins creó una publicación,

Publicación Feedback - Reporting and analytics (Explore)

Feature Request Summary
I would like to be able to organize my reports into folders. Using double colons, like you can do to organize macros, would work.

Use Case

We are accumulating a large amount of reports. We would like to organize them into folders for ease of navigation.

Product limitation or missing feature

Ability to organize into folders is a common feature that users are familiar with and is intuitive. The only alternative is to use tags.


Business impact of limitation or missing feature

It becomes unwieldy after accumulating a large number of reports. Time is wasted searching and navigating.


Other necessary information or resources

None

Editado 17 mar 2023 · Charles Perkins

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Charles Perkins creó una publicación,

Publicación Feedback - Ticketing system (Support)
  • Feature Request Summary

I would like to have the ability to exclude or use "not" when specifying what to filter, when filtering views.

  • Use Case

I my case, I have a view for tickets on hold. We have certain vendors where we know those tickets will be on hold for months, while a device is out for repair. I would like to be able to exclude tickets that have tags indicating they are out for repair with those vendors. I'm sure that the ability filter by exclusion could be useful in other situations.

  • Product limitation or missing feature

There is no way to specify the exclusion of a term for any of the fields in the filter for views. It seems logical 😊 that this option should be available.

  • Business impact of limitation or missing feature

No serious impact on business noted at this time, but the use of filtering is limited by the absence of this feature. 

  • Other necessary information or resources

I have found that I can accomplish the same end by using a search string.

Publicado 09 mar 2023 · Charles Perkins

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Charles Perkins hizo un comentario,

ComentarioTicket management

We have a view for tickets on hold. I was hoping I could exclude tickets having tags for certain vendors. We know these will be on hold for an extended time. Then we can review the remaining to see if they actually qualify to be on hold, and to make sure tickets aren't put on hold and then neglected. I could probably easily use a search string but I was just curious if there was a way to exclude certain tags using a filter.

Ver comentario · Editado 08 mar 2023 · Charles Perkins

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Charles Perkins hizo un comentario,

ComentarioTicket management

Is there a way to "not" a filter? For example, in my view I don't want to see any tickets that have a certain tag, by using the filter.

Ver comentario · Publicado 03 mar 2023 · Charles Perkins

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Charles Perkins hizo un comentario,

ComentarioTicket management

Nikki - Thanks! I that is what I was looking for. I missed it when looking for it previously.

Ver comentario · Publicado 27 dic 2022 · Charles Perkins

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