James Clarke

We are trying to set up API calls, using Workato, to query a database and fetch information which then populates ticket fields. We want the ticket tab to close if the agent updates with a different status, but to stay open if the agent updates with the same status. This way they can trigger the database query with an update to the same status and continue to work on the still open ticket with the presented information. If they update with a different status the ticket tab will close, just as it would in normal operation, if the close tab/next ticket in view/stay on ticket setting is set to close tab.
Essentially, this would require an API call wich will override the current setting on the so that if the call was made by updating the ticket in the same status it is currently in it uses the new setting and if the ticket is updated to a different status than before it uses the setting as set on the ticket.

many thanks

James
 

Would it be possible to delete files over a certain size from tickets but have the tickets remain?

I see it has already been requested to remove the user details but to retain the tickets, this is the most important request for me.

My data storage is very low but my file storage is high, and ultimately I'd like to keep the tickets for reference purposes but remove the user information and any video files they have sent us (hence the file size request).

Long term, this would require three deletion schedules at the same time. One for the user (to comply with GDPR), one for the attachments that exceed a certain size, and one to remove tickets over a certain age.

This could work like the trigger system, so that each time the deletions happen an order is followed.

Hi,

I have the same issue. My company wants us to use Whatsapp messaging but we will fall foul of the 24hr rule because we aren't in at the weekends. Without the ability to set triggers to give different messages depending on whether we are in or out of office hours this is not a viable solution.

I can see there has been no response to this request since July 2021 - has there been any development on this?

Is it possible to set the auto responder to state if we are in working hours or not and offer the customer different alternatives, such as 'open an email request' if out of hours or 'hang on and we'll answer you' if within working hours?

Do we get in and out of hours placeholders for Whatsapp auto responders?

Why add the ability to resize the ticket properties but not the associated name and organisation panels?

Now if I move the the properties panel and want to look at the others my worspace jumps around.

Not really thought through, though the intention is good.

I'd like to be able to contact staff from the team members page.

The page already lets me filter my team members by role or group but maybe adding a checkbox on the left, as we see in other areas, and an actions button, would allow me to quickly select a section of the team and message them, or even exclude some from the search list.

thanks for listening