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Brettany Rhodes

Adhésion le 16 avr. 2021

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Dernière activité le 09 janv. 2025

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Dernière activité effectuée par Brettany Rhodes

Brettany Rhodes a créé une publication,

Publication Q&A - Reporting and analytics

I'm looking for an option to locate problem tickets without an incident attached. I've created an Explore report that will include problems with incidents, but it does not pull in the problem tickets without incidents. 

Thanks!

Brettany

Publication le 07 janv. 2025 · Brettany Rhodes

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Brettany Rhodes a créé une publication,

Publication Q&A - Users, groups, and organizations

I'm looking for a way to update an Organization field (Onboarding Status) after a predetermined amount of time. I need this status changed at the Org Level, not the ticket level.

For example:

Organization field > Onboarding Status field = Early Adoption

after 90 days change the 

Onboarding Status field = Onboarding Complete

Publication le 03 mai 2024 · Brettany Rhodes

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Brettany Rhodes a créé une publication,

Publication Q&A - Tickets and email

I'm looking for a way to a macro, or possibly an internal note added when an agent first opens a ticket. We need to set reminders for agents to add certain documentation before taking action on the ticket (pending, on-hold, solved).

Is there an option or workaround to do this?

Publication le 13 mars 2024 · Brettany Rhodes

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Brettany Rhodes a ajouté un commentaire,

CommentaireTicket management

We are still only seeing the 12/8 split as well, when will the 30/10 split be available? Is there option in Admin that needs to be turned on?

Afficher le commentaire · Publication le 02 oct. 2023 · Brettany Rhodes

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Brettany Rhodes a ajouté un commentaire,

Commentaire de la communauté Feedback - Reporting and analytics (Explore)

+1 Need a report to find tickets that are marked incidents and not tied to a problem ticket. Also, seeing how many incidents are tied to a problem ticket would be extremely helpful.

Afficher le commentaire · Publication le 18 juil. 2023 · Brettany Rhodes

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Brettany Rhodes a ajouté un commentaire,

CommentaireTicket management

I'm needing to audit all views and who they are available to. Is there a way to export the views list?

Afficher le commentaire · Publication le 22 mars 2023 · Brettany Rhodes

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Brettany Rhodes a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Any update on this feature request for unmerging tickets?

Afficher le commentaire · Publication le 27 sept. 2022 · Brettany Rhodes

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Brettany Rhodes a ajouté un commentaire,

CommentaireEnd users and organizations

When setting an individual user to Can view all org tickets in their user profiles. Does this user have edit rights to all org tickets or is it view-only access?

Afficher le commentaire · Publication le 24 août 2022 · Brettany Rhodes

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Brettany Rhodes a ajouté un commentaire,

CommentaireBusiness rules

We have a trigger set up to send a notification to Slack if a ticket is received with "red flag" keywords indicating a high emergency issue is taking place. The notification is working fine, but the agents are requesting the Slack notification contain the red flag word. Is there a way to include a word or phrase when listed as an "ANY" condition for the comment/subject text? Attached are samples of the trigger created and the Slack notification received. Any help would be appreciated.

 

Afficher le commentaire · Publication le 16 mai 2022 · Brettany Rhodes

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Brettany Rhodes a ajouté un commentaire,

Commentaire de la communauté Feedback - Help Center (Guide)

Any update on this? I'm looking for a solution to send a notification to a Slack channel each time a new online help article is published.

Has anyone come up with a work around to send a notificate to Slack when articles are published without creating a ticket?

Afficher le commentaire · Publication le 13 avr. 2022 · Brettany Rhodes

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