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Joshua Bentley

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    Joshua Bentleyさんが投稿を作成しました:

    Permissions Per Custom Field

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    Hello! It's possible I'm not searching the KB for the right terms, so forgive me if this has been asked and answered. What I'm trying to do is create ticket field that will be updated based on a us...

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    Joshua Bentleyさんが投稿を作成しました:

    Triggers for handling weekend assignments

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    In this article, Graeme gives suggestions on using liquid to reply to customers with a different message depending on the day. I'm trying to do something similar, but since I'm not as familiar with...

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    Joshua Bentleyさんがコメントを作成しました:

    Based on what I've read in this thread, it seems like an easy solution (or at least a workaround) would be to have the system automatically assign follow-ups to the agent and if that agent is no lo...

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    Joshua Bentleyさんが投稿を作成しました:

    Secondary Email Address Placeholder

    Hello! For some of our clients, my team will use a different email address and signature. These are for customers of our white glove service and when my team corresponds with them, it will be throu...

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    Joshua Bentleyさんがコメントを作成しました:

    I agree with Jeff on the need for GoodData to provide reporting for Help Center metrics. Specifically, I want to be able to see page views for articles that are NOT internal articles. My team uses ...

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    Joshua Bentleyさんがコメントを作成しました:

    I like the app, but I've been hoping it would give an option to paste the text of the article into the ticket if an agent wanted to. Just linking to an article seems like it'd be simple enough to i...

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    Joshua Bentleyさんがコメントを作成しました:

    Hi, Nicole - thanks for asking. No it doesn't because it needs to be on-demand. Can a trigger work that way that as soon as an email target is added, it sends the notification?

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    Joshua Bentleyさんがコメントを作成しました:

    Agreeing with Sebastiaan and Elyssa here.

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    Joshua Bentleyさんがコメントを作成しました:

    Hi, Jesse - certainly! If I'm not giving you what you want, let me know what specific details you're looking for. Workflow 1 - We create tickets on behalf of customers regularly. Some of those tick...

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    Joshua Bentleyさんが投稿を作成しました:

    SLA's on Pending tickets

    I'm trying to set up SLAs to report on how long it takes us to reply back to a customer in two situations: when the ticket is either Open or Pending. For Open tickets, our SLA should be 8 business ...