Marcus Vickers

Something to keep in mind is that when the email is forwarded to the support email and a ticket is created, the original message will be included as a public comment and any notes included in the forward by the agent will be added separately as an internal comment. If there are any triggers set to perform any actions when an update is made to a ticket that do not include criteria to specify a public comment, that internal comment will count as an update and launch any relevant triggers.

For context, we have a trigger that will assign to the first responding agent who responds via email and were not specifying that the comment should be public, so when an agent (in our case an Account Manager) forwarded a message to a support email for the support team to pick up and a ticket was generated in their group, the internal comment with the Account Manager's notes notes was recognized as an update on the ticket which activated the trigger causing the ticket to immediately be moved to “Open” and assigned to the agent who forwarded the email rather than leaving it open so the support team could assign it to a member of their team.

I would also like to see this functionality incorporated. I have a request right now to deprecate some old values that aren't being used any more and have no solution to do so safely.

+1 Can we please get support for multi-select fields in form conditions soon?

The current behavior when exporting a CSV from Explore creates a new row for a ticket for each value in a multi select field. Our reporting requirements for our client requires this data to be displayed as a single row for each ticket with all data values included (comma separated) in the cell associated with the multi-select field.

This creates a lot of extra work because I have to manually consolidate the duplicate ticket rows and copy the values from each one into the common cell, then delete the duplicated tickets.

Here is an example of the current behavior:

Here is an example of the preferred output which currently requires a lot of manual work to achieve: