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Q&A - Tickets and email

Ask your questions, engage in discussion, and find solutions related to email, forms, fields, tags, and ticket statuses.

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      @mention email notifications
      Con risposta
      Have had some issues with Triggers notifying Agents when CC'd on a ticket but not when @mentioned in a private note. I'm...

      Data ultimo post: 15 apr 2021 · Melvin Pearson

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      Filtering tickets by language
      Con risposta
      Our support team works from various countries/languages, and it would be great to have an option to trigger new tickets ...

      Data ultimo post: 08 apr 2021 · Sadie S

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      Ticket Field Assignee
      Con risposta
      Hello, Just wondering if there are any workarounds regarding the Assignee field. Here's what I mean. Currently, we ru...

      Data ultimo post: 22 apr 2021 · Léo Branch

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      Using liquid to change html contents of email template
      Con risposta
      Hi all! I've created a navbar to sit in all the outbound emails we send, as we now have a second support team I would l...

      Data ultimo post: 05 apr 2021 · Danny Spooner

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      Conditional fields, dropdowns, and multiple choice typeform questions to ticket
      Con risposta
      Hi! One of my brands is using a website hosted typeform (TF) to gather customer info and some statistics. The TF uses a...

      Data ultimo post: 27 apr 2021 · Patrick Crane

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      Can Non-Agents/Non-Light Agents be CC'd in a ticket?
      Con risposta
      We have an agent that needs to reach out to two individuals from our technical team. They aren't agents or light agents....

      Data ultimo post: 09 apr 2021 · Alex Hooper

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      How do I close all tickets before 2021?
      Con risposta
      I have more than 15,000 open tickets. I want them all closed. How can I do this? 

      Data ultimo post: 05 apr 2021 · Patrick Mulroy

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      When I answer a ticket, the answer/mail never gets to the customer
      Con risposta
      Hi,  I have a problem. When a new ticket is made from a customer contacting me and I answer, the answer sometimes doesn...

      Data ultimo post: 08 apr 2021 · Julie Hansen

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      How to attach an image in the middle of comment
      Con risposta
      I want to attach an image in the middle of comment, but when i copy and paste the image it appears as "null" Please l...

      Data ultimo post: 13 apr 2021 · 전누리

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      How do end-users read the public reply
      Con risposta
      How do end-users read the public reply? I mean trough which channel are they notified，assuming the end-users origninally...

      Data ultimo post: 26 apr 2021 · Chin Lancelot

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