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Alan Butcher

Adhésion le 02 nov. 2022

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Dernière activité le 10 juil. 2023

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Alan Butcher a ajouté un commentaire,

CommentaireBusiness rules

Hi Leslie - Not here, I found an article and I seem to recall my problem was that during my testing I was signed in as an agent and that is why it was taking me to the agent view, but that an external user could click the same link and be taken to the help center view...does that sound about right? Sorry, it has been a while! 

Afficher le commentaire · Publication le 10 juil. 2023 · Alan Butcher

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Alan Butcher a ajouté un commentaire,

CommentaireBusiness rules

Hello, 

Quick question.

I am creating a trigger to notify an external email target of a ticket created at their organization, but I am having trouble finding the right placeholder in the email body that will link them back to the help-center to view the ticket. 

Basically, an email will be sent to an external user when someone at their organization opens a ticket via our help center, I want the external user to be able to click the ticket link and be taken to the help center to view the ticket. 

Currently I have tried: 

#{{ticket.id}}

{{ticket.link}}

{{ticket.url}}

But these all point me to the agent's view of the ticket. How do I get the external user a link to the help center view of the ticket? 

Afficher le commentaire · Publication le 19 déc. 2022 · Alan Butcher

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Alan Butcher a ajouté un commentaire,

CommentaireSlack integration

Hi Sean, I posted a screenshot with our current trigger notification. Are you referring to updating our legacy Slack notifications referenced in this article? And if so, when adding the organization placeholder to my new trigger, do I have the correct syntax in the following, specifically the syntax before the placeholder, do I add "organization" before the placeholder, or is it something else, or does it matter?

 "organization": "{{ticket.organization.name}}"

Afficher le commentaire · Modification le 02 déc. 2022 · Alan Butcher

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Alan Butcher a ajouté un commentaire,

CommentaireSlack integration

Hello! 

I am trying to add the organization's name to our Slack notification, I cloned the default trigger and am using the given place holder, but what do I use in front of the placeholder? Just "organization"? 

For example, here is our default trigger: 

{
    "ticket_id": "{{ticket.id}}",
     "status": "{{ticket.status}}",
     "updated_at": "{{ticket.updated_at_with_timestamp}}",
     "subdomain": "{{ticket.account}}",
     "ticket_latest_comment": "{{ticket.latest_comment}}",
     "updated_by": "{{current_user.name}}"
}

Would this be the correct way to add an organization to it? 

{
    "ticket_id": "{{ticket.id}}",

     "organization": "{{ticket.organization.name}}",
     "status": "{{ticket.status}}",
     "updated_at": "{{ticket.updated_at_with_timestamp}}",
     "subdomain": "{{ticket.account}}",
     "ticket_latest_comment": "{{ticket.latest_comment}}",
     "updated_by": "{{current_user.name}}"
}

Thanks! 

Afficher le commentaire · Publication le 28 nov. 2022 · Alan Butcher

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Alan Butcher a ajouté un commentaire,

CommentaireSlack integration

Hello, I am also interested in Kiran's post from above, as well as Albert's about adding an organization name to the Slack Ticket Trigger. Anyone have a good answer for that? 

Afficher le commentaire · Publication le 09 nov. 2022 · Alan Butcher

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Alan Butcher a créé une publication,

Publication Feedback - Reporting and analytics (Explore)

Hello, I have two asks from my boss:

1) Show trend over time of number of unresolved tickets that are currently in ON- HOLD status. Measured minimum weekly.

2) Show trend over time of percentage of unresolved tickets that are currently in ON-HOLD status

Some quick background, when an agent determines a support request is a platform bug that needs to be fixed by the development team, the ticket is placed into a ON-HOLD status until it is resolved. We want to know how many support tickets get moved to a ON-HOLD status over time, so we can gauge how many tickets the support team is directly responsible for, and how many/how often tickets need a platform bug fix. 

I have tried to create a backlog report to see the sum of tickets in an ON-HOLD status over time, but the data is not adding up, or I am reading it wrong. We currently have 93 tickets in a HOLD status, but my backlog report is only showing 28. How am I reading this wrong and is there a better way to build this report?

Modification le 03 nov. 2022 · Alan Butcher

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