NIki

1. Communauté
2. Feedback - Ticketing System (Support)
3. Change of behaviour: search default sort after clicking a header is asc and used to be desc

Any update yet?

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• NIki
• Création 13 mars 2023 17:28
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1. Support
2. ...
3. Ticket management
4. Enabling and disabling private ticket creation

Thank you, Gabriel. The article made it seem like that would be overridden. When private ticket creation is enabled, comments on new tickets created by an agent become private comments (internal n...

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• NIki
• Création 31 août 2022 16:29
• 0 vote

1. Support
2. ...
3. Ticket management
4. Enabling and disabling private ticket creation

Is there a way to enable private ticket creation, but still have Public Reply be the default? Muscle memory of creating and answering so many tickets can mean agents pay less attention to detail. O...

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• NIki
• Création 18 août 2022 01:39
• 0 vote

1. Agent guide
2. Ticket basics
3. Understanding when email replies become public or private comments

I had an agent create a proactive ticket for a user, and cc'd another user. When the CC'd user replied all, he was flagged as not part of the conversation and the comment was made internal. He clea...

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• NIki
• Création 14 juillet 2022 17:39
• 0 vote