Emily McDaniel

Ah ha okay! Thanks for the reply.

We are looking into launching the community portion of Help Center to our client base. I am trying to figure where our agents can go to manage new content including questions, tips and ideas. Is there a central location to see all new content? Ideally we would go to this central place to review new content including comments and then mark as reviewed when ready. Is this something we will manage from the Agent Portal or from the Help Center?

Hi Erin, 

We currently use the On-hold status for tickets that have been sent to Product Management (feature request) or Engineering (bug). When clients look at their list of tickets we want them to be able to distinguish between the tickets support is actively working on vs escalated to another team. Does that make sense? 

When our customers view their list of tickets on the portal they are unable to determine which tickets are open vs on-hold as both open and on-hold show as open. We need the ability to show the On-hold status on the customer portal.

I have a few duplicate organizations in our system right now and would love to be able to easily merge the two together so that I have all of the ticket history and contacts tied to the right org.