Jennifer Rozenberg

I'm looking for a straightforward formula or recipe in Explore (Analytics) to track how long a ticket ID stays in each ticket status category. For example, I need to know how long a ticket remains in statuses like "New," "Open," "Pending," "On-Hold," etc. I found an article about the lifetime cycle, but it doesn't allow me to track individual tickets. Could someone guide me in the right direction? Thank you!

Can you use a comment text condition in an automation? I'm trying to  move tickets into a a specific view by adding a tag that is triggered by a certing comment text string.  I need to do it with tickets that already exist in the system. Any suggestions? Thanks! Jen

Hi,

Is there a workaround to be able to assign a requestor to a child ticket? That would be very helpful for our workflow as we need to send a second form to a requestor sometimes. We would rather not have two separate tickets or ticket numbers. Thanks!

Jen

How do you create an Explore report that brings in the top 5 field values in a specific custom field. I want to be able to send it out every week. Thanks!

I have tried sending a text with two different numbers and each time I try to respond as an agent, it fails. A message appears that says we can't deliver to this number.  What can I do to fix this? I need text set up this week and nothing is working. Thanks!

Can you add a logo to a macro (comment/description)?

Is there a setting that will take the customer  back to the beginning of the conversation. A Reset button setting?

Also is there a way in messenger to have an option to go back to the beginning of the conversation in the flow?

Is there a setting  or triggerto reset a bot conversation if end user hasn't responded in a few minutes or if they want to start the conversation over for any reason?

How do I add them to the correct location?

Yes, I have 405 agents with active next to each name