Fiona Witham

I would also like to disable it. Sometimes it adds tags to a ticket after an agent has done an action (not as part of the same action) and this then affects some of our automations and triggers and stops them firing.

Thanks

Fiona

On some holidays we will work reduced hours (e.g. only 9-5 instead of 7-7). Is there a way to set this up? Right now, looks like we either have to flag it as a holiday or be penalised for the hours outside of that day's schedule.

Thanks!

Thanks, Gabriel. I was hoping there was an easier way to identify tickets created during holidays vs those created during other days, rather than manually selecting the date we had each holiday. Similar to how you can report on business vs calendar hours, how can I distinguish between business days and holidays? Thanks!  

Hi - I'm looking for a recipe to see what is the first reply time when a ticket is created during a scheduled holiday. We have our holidays in the Support Schedule so I want to see how the FRT compares for those tickets vs created during non-holidays.

Thanks

Thanks for making this quick fix, Chris! Much appreciated. Looking forward to disabling the other two views all together in the future. 

Until yesterday, this worked great. Today, it has the three options: tickets, users, organizations. The last two are irrelevant for my business and we only want to see tickets by default without having to do an extra click. Is there a way to revert it so that we just see the five most recent tickets? Thanks

Thanks for your quick reply, @.... I see what you mean about the SLA being customer-facing as opposed to a way of measuring agent performance. Thanks!

I have agents on different schedules but our business hours are set separately (so an agent might work 9-5 but we are open for longer than that). How can I make it so that the SLA doesn't penalize an agent for not responding when they aren't working. In other words, setting an agent's schedule which is separate from the business hours so that it's fair for all agents. Hope this makes sense, thanks!

+1 would be great to have more flexibility to have sections show up in multiple places so the customer can easily find the info they need where it might be relevant

I would love this too! Users often email us from different email addresses to the one they checked out with and I would like to be able to reply to the one they emailed us from. 

Thanks