Mark Leci

1. Communauté
2. Feedback - Ticketing System (Support)
3. Automatic Reminder dates when setting tickets to pending

Natalie Fischer I think you can actually do this today. I believe this is how it would work 1. Create a custom date field for reminder date  2. Add the field to a ticket form and make it required o...

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• Mark Leci
• Création 5 mai 2022 22:11
• 1 vote

1. Explore
2. ...
3. Setting up Explore
4. Giving users access to Explore

There's some misleading terminology used here that has been causing problems for my team. 'Create Reports' allows users to create queries, which implies that queries are reports. That makes sense b...

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• Mark Leci
• Création 21 avril 2022 15:04
• 2 votes

1. Communauté
2. Feedback - Ticketing System (Support)
3. See the last time a trigger was used

@... sorry I missed this - thank you for your reply!  It would be pretty much that criterion that determines if a trigger is safe to remove, which is the reason this is a problem for us because we ...

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• Mark Leci
• Création 21 mars 2022 22:39
• 0 vote

1. Communauté
2. Feedback - Ticketing System (Support)
3. Change the order of the comments as an agent when viewing a ticket

It would be great if this could be implemented sometime soon. Since switching to the agent workspace this has been our biggest source of agent complaints. The default view simply doesn't make sense...

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• Mark Leci
• Création 11 mars 2022 17:53
• 2 votes

1. Explore
2. ...
3. Explore recipes
4. Explore recipe: Reporting on created and solved tickets

Hines, RJ I might be wrong, but I think your graph above is the same problem I'm running into, which is that instead of 'tickets created or solved on x date' you have 'tickets created on x date tha...

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• Mark Leci
• Création 29 novembre 2021 16:31
• 0 vote

1. Communauté
2. Feedback - Reporting and analytics (Explore)
3. Allow custom fields in Backlog Dataset

@... thank you for the follow up and the context on future development! 

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• Mark Leci
• Création 20 octobre 2021 16:36
• 0 vote

1. Communauté
2. Feedback - Reporting and analytics (Explore)
3. Ability to Report on Tag changes in the 'Support: Ticket Updates' data set.

I'm actually interested in this for a slightly different reason that could also be solved by another method, but sharing here in case its useful - we have a lot of triggers that add or remove a tag...

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• Mark Leci
• Création 23 septembre 2021 23:01
• 1 vote

1. Explore
2. ...
3. Customizing reports
4. Using drill in to refine your reports

With this reworked functionality should you be able to use 'drill in' with a KPI in a dashboard? You used to be able to with the previous functionality, but now that option is gone from my dashboar...

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• Mark Leci
• Création 20 septembre 2021 20:52
• 0 vote

1. Agent guide
2. Ticket basics
3. Working with problem and incident tickets

We also use organizations heavily and want to add this to the incident tab. The alternative using a view per problem ticket is very clumsy, since we may have 15+ problem tickets open at once and ea...

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• Mark Leci
• Création 21 juillet 2021 14:19
• 1 vote

1. Communauté
2. Feedback - Ticketing System (Support)
3. Preserve Group and Assignee for user-generated follow-up tickets

We currently have triggers that attempt to manage this by taking some of the values on the followup ticket and assigning it back to the same group. The problem is that we need a trigger to do this ...

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• Mark Leci
• Création 16 juin 2021 01:16
• 1 vote