Ashley Caputo

+1  We're using triggered internal notes for things that an agent needs awareness of and additional information in order to handle the ticket. For example certain VIP customers and their particular account settings, a customer in beta for a new product, or a rare invoice type. If only 1 note triggers per ticket, it makes the feature useless because it essentially means that we can't create more than 1 trigger - since there could always be a possibility of more than 1 trigger applicable for a ticket but then not firing. 

And unfortunately the trigger is still “firing” in that it's completing the other actions such as adding tag. The tag is meant to indicate that the note has been added to the ticket, but it has not in this case.

Glad to hear that PDFs will again be available for scheduled deliveries soon.

Please consider adding an “Until stopped” or “forever” option to the Run for section. This adds unnecessary maintenance to an automated task. Maybe instead there could be an automated email every 12 months as a reminder to remove the scheduled report delivery if it's no longer needed, but without an actual interruption to the delivery. 

1. Is the Discover page in Admin center only available for account owners? Our account owner has this page, but as an admin, I don't see it.
2. Was there a recent update to add the brand field to all ticket forms? We have not turned on multi-brand yet, we only have 1 brand and we're now seeing this field on all tickets.

Agree with all of these suggestions here. I would like to add that I'm struggling with the disconnect between the intents and the conversations themselves. There is no where to see which intents are applied to which conversations. If I build a flow using an intent, I have no way to verify that it is working correctly. The insights dashboard gives me an overview number of times an intent was detected, but I can't drill in to see which conversations this includes. Separately, I'm able to view conversations, but I'm not able to see which intents they are associated with. Building any flows using intents would just be a shot in the dark. 

The information presented on the Calibration dashboard is great to be able to see the QA variance across different reviewers. It seems like this information can only be downloaded conversation by conversation. Is it possible to download this information in aggregate so that we can track the variance of reviewers over many sessions?

This is definitely needed. It doesn't make sense that editing all org tickets is an all or none Organizational level option and not on a user based level. Not having this granular option makes the capability useless for many of our customers because not everyone should be able to edit all tickets in an organization.

We have a specific email thread where each customer response is being suspended. I don't remember the cause, but it might be "automated response email." Is there a way to clear an email thread of a particular suspension cause entirely? I know this email is fine and I don't want to have to monitor the suspension queue so often for this one particular email's responses.

Would love this feature too! We're really making use of Organization custom fields and the views I need are far more complicated to make than they have to be. 

@... sounds great and I'd love to join! The link isn't working to sign up right now.

Hi Shawna, It's not product feedback, I'm just curious about the timeline for one of the limitations described in this article. Thanks for taking a look!