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mfg
Adhésion le 16 oct. 2021
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Dernière activité le 25 févr. 2025
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Dernière activité effectuée par mfg
mfg a créé une publication,
As an admin, I would like to require fields when agents are submitting tickets that match when an end user submits the same ticket. ie. If required for end users to submit a ticket then they should be required for an agent to submit the ticket.
How do I enforce required fields when agents submit tickets?
I recently had an agent test a form and they used their agent email to do so. When testing as an anonymous user all required fields threw errors when they were not selected as expected. The field requirement is at the field level, there are no conditions to override the requirement.
When they put their email in the email field using an incognito window (they weren't logged in) they were able to submit the form without completing any fields beside the description field. I have been able to replicate the error for both agents and light agents.
To some extent this may be a corner case when it comes to external forms. However, when it comes to internal forms this is a problem especially where there is a legal acknowledgment / attestation involved.
Publication le 25 févr. 2025 · mfg
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mfg a ajouté un commentaire,
Adding a multiple template feature would be helpful and significantly reduce the complexity of accomplishing this. Alternatively, the complexity of this may be less than it seems. Is it possible to get a recipe for accomplishing this?
Afficher le commentaire · Publication le 18 févr. 2025 · mfg
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mfg a créé une publication,
Experimenting with the new email error feature via API and curious how far the data goes back. I'm using the api/v2/email_notifications.json?filter[ticket_id]=623 end point.
Since this is a new feature, how far back to email error history go? I assume it goes all the way back for each ticket but would like to verify any constraints on reporting.
Modification le 13 févr. 2025 · mfg
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mfg a créé une publication,
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
Add updating skills as a condition for triggers
What problem do you see this solving? (1-2 sentences)
We need to generate end user use case specific notifications when a ticket's skills are updated.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
We currently make minimal use of skills-based routing due to this issue.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
Adding skills via a separate trigger based on a different condition.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
Better support for implementing skills-based routing including but not limited to exposing skills as conditions for triggers
Publication le 11 févr. 2025 · mfg
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mfg a créé une publication,
I have encountered this across multiple machines, multiple formats, after wiping cache, etc - this message won't go away and has been in place for months.
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Whenever I try to click it too slowly the whole menu closes. If I succeed in ninja clicking it fast enough, it goes away but returns on the next pop out. Killing me.
Publication le 11 févr. 2025 · mfg
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mfg a créé une publication,
I am writing an automation to accommodate for rate limit errors - specifically 429s. In order to do so, my error handling needs to pull the [ratelimit-reset
] property from the error message, then add a delay. However, without hammering the end point and causing whatever errors across the production API, I'm not able to test for real world results.
Is there a way to test where you can manually trigger a 429 message without actually causing one?
Publication le 11 févr. 2025 · mfg
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mfg a ajouté un commentaire,
Are there any plans to provide a method to monitor and report on these issues, or to query for end users with undeliverable email identities? Will this data be included in a data set in Explore?
Afficher le commentaire · Publication le 11 févr. 2025 · mfg
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mfg a ajouté un commentaire,
Richard J - I did not, the search API doesn't really think about things that way from what I have pieced together
Afficher le commentaire · Publication le 03 févr. 2025 · mfg
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mfg a créé une publication,
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
As an admin, I would like to be able to review the message pushed to a webhook in the same way you can view emails/notifications sent to various users in the history.
What problem do you see this solving? (1-2 sentences)
I am troubleshooting a difference in the payload received via API - I'm expecting one set of keys, but only getting headers.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
On-going - core feature that doesn't exist. This is an issue whenever I am building or testing.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
No.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
Add an element to the ticket history that shows the JSON body of what was pushed to the webhook URL, preferably with values instead of placeholders.
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Publication le 31 janv. 2025 · mfg
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mfg a créé une publication,
Can I create a custom Help Center page template and insert a form dropdown for a different brand?
Publication le 30 janv. 2025 · mfg
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