Lisa Colpoys

Hi, we would like to not send out emails to customers/requesters when they update their own ticket (e.g., when they email us). I see that there is a tip in the article - Tip: If you want to prevent requesters from receiving emails about their own comments, you can add the following condition: Requester | Is not | (current user). 

I also see that @BrandonFischer added a comment to this article that says to add the condition  Current User | is not | End user. 

Which is correct?  Are these effectively the same?  

Would like to strongly second this request. Currently on SMS initiated tickets, if an email address is added to the user profile later, then subsequent replies appear to be sent by email, although perhaps they are sent to both email and SMS. Would be better to be able to choose so as not to annoy customers by responding via 2 channels.. 

Hi, adding another request for this feature.  We have a need to email a user at multiple email addresses sometimes and are not able to do so. 

The article says "Responses to notifications are placed into a Text ticket, like other inbound Text messages. If the end-user's number doesn't currently have an open ticket, a new ticket is created. If the end-user's number does already have an open ticket, the response is added to that existing ticket."  

The part in italics does not seem to be accurate. We are using a work around similar to the one described by Justin above, to text end users who call first (and open a Talk ticket). It is a tedious process, and a new text ticket is ALWAYS created, even if there is an open Talk ticket. How can we have the text response added to the existing Talk ticket? 

And while I'm asking about this, it would be great if agents can send SMS messages from Talk tickets without the elaborate work around. Is this feature on the road map and if so, is there a time frame for it? Thanks! 

We would like to make "Name" and "How can we help" mandatory fields in the Request a Callback form. Will save our agents time and we need to get this info anyway.  Thanks!