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Rico Pagliuca
Adhésion le 28 mai 2021
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Dernière activité le 08 sept. 2023
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Dernière activité effectuée par Rico Pagliuca
Rico Pagliuca a ajouté un commentaire,
This would be enormously helpful. Side Conversations are critical for many ticket flows and often lead to an unintentional drop in response times due to the lack of notification options.
Defaulting to bcc the agent creating the side conversation is something we'd absolutely love to have.
Afficher le commentaire · Publication le 08 sept. 2023 · Rico Pagliuca
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Rico Pagliuca a ajouté un commentaire,
Big time +1 to this. The org features in ZD are not well suited to internal management structures where, in our case, store level and GM users submit tickets that Area Managers want to be able to comment on. But Area Managers submit tickets we should never let lower levels see details on.
Afficher le commentaire · Publication le 24 août 2022 · Rico Pagliuca
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Rico Pagliuca a ajouté un commentaire,
It would be so wonderful is Support had this structure. Subordinate organizations [and associated user rights] would be massively beneficial to support. It's a frustrating product gap.
Afficher le commentaire · Publication le 30 mars 2022 · Rico Pagliuca
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Rico Pagliuca a ajouté un commentaire,
We have an instance where we have an external support provider that sends us ticket notifications [via ConnectWise, I believe] which always come with the subject:
Ticket#XXXXX/Location/Issue
Each time their ticketing system generates a response [whether to us or another third party or to their own office] it creates a new ticket.
How can I have a trigger based on subject to check if the Ticket#XXXXX exists and thread into that if so?
Afficher le commentaire · Publication le 17 août 2021 · Rico Pagliuca
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