Megan Romero

Are these items on the roadmap? 

1. Ability to very idle timeout setting by group so different groups who operate in same zendesk but have very different needs will be able to customize this setting for them? 30 min is too short for some groups who often have to work in a different system but still need to monitor phones, but it's almost too long for the agents who run Tier1 support. 

2. Ability to designate certain statuses that shoudl not timeout (e.g. “lunch”)

Are there restrictions for WHICH posts/comments a moderator can hide from moderation and create a ticket from? I have assumed in as one of our moderators who is an end-user (but is in the Moderator group) and I am experiencing mixed behaviors when I attempt to actually moderate. There are some post and comments that I can moderate, but then there are some where I cannot. I have not found any documentation saying that this is expected behavior. Please advise if there are any “gotchas” on why I wouldn't be able to moderate certain posts and comments.

Ditto. This is very necessary since a lot of side conversation workflows are built to share info from the original ticket (including attachments) with the recipient. the macro helps agents save time and standardize procedures, so a big part of the workflow being manual just leaves too much opportunity to miss it. Please consider adding. 

the last FAQ says that placeholder suppression does not apply to dynamic content items (see below). But I am experiencing the opposite… I included the {{ticket.comments_formatted}} placeholder inside my DC item, and the placeholder was still suppressed. Please confirm what is expected and update article if necessary. 

Does placeholder suppression apply to dynamic content?

No. Placeholder suppression doesn't apply to placeholders used inside the body of dynamic content items. Review your dynamic content items to remove the use of placeholders in this list if these are used in ticket triggers that run on ticket creation to send emails to your end users.

Are there any storage limits in Gather? 

Do the “recent responses” only apply to Messaging response? If a ticket was opened via Messaging but the agent is not only communicating with end-user via email, does that count as an “inactive mssaging ticket?”  If so, I'm particularly curious about whether the ticket status would keep updating to whatever is defined in this setting because I would want the agent to be able to manage the ticket status at that point. 

How do you reorder the metrics so they are displayed in an order that makes sense? 

Hi Neil, I know that we can do it by brand, but that's often not enough. It needs to be possible to differentiate the support address by other options, such as Ticket Form. For example, if we have two email addresses, refund@ and info @ and the requester fills out a refund form from the help center, the support address should be set to “refunds@” or if they select the General question form, the support address should be “info@”.

It appears that lookup relationship fields are also not supported in the bulk editor. Is that true? If so, is this on the roadmap?

We need the ability to map support addresses on the ticket to either Ticket Groups (not just the agent's default group) and/or Ticket form. If this is possible as a trigger action that would be even better, even if it's via webhook.