최근 검색


최근 검색 없음

Keiran Rice's Avatar

Keiran Rice

가입한 날짜: 2022년 4월 28일

·

마지막 활동: 2022년 11월 10일

팔로잉

0

팔로워

0

총 활동 수

15

투표 수

3

플랜 수

8

활동 개요

님의 최근 활동 Keiran Rice

Keiran Rice님이 에 게시물을 만듦

게시물 Q&A - Tickets and email

Hi all!

Our CSMs want to be notified when some of their customers raise tickets, but not for all.

 

The way I felt best to do this was a flag on each organisation with a "Notify CSM", either Yes or No. I also have the CSM's email as an organisation field against each of our customers.

 

I want to set a trigger to add a CC on tickets where the Organisation has 'Yes' against "Notify CSM", using the CSMs email to be the CC. I can work out how to trigger the auto-adding of an email using WebHooks and tags, but not parse the CSM email through to ensure the correct CC is added.

 

Does anyone have any ideas of how I can achieve this?

2022년 10월 28일에 게시됨 · Keiran Rice

0

팔로워

2

투표 수

1

댓글


Keiran Rice님이 에 게시물을 만듦

게시물 Feedback - Ticketing system (Support)

Feature Request Summary: 

Have a feature like "Close and Merge" to create new tickets

Description/Use Cases: 

Sometimes customers respond to existing tickets with a new request. It is a bit of manually work to create a new ticket, copy over the response and then respond to explain why you created a new ticket. Would be great to take the most recent response and turn it into a new ticket.

Business impact of limitation or missing feature:

Reduces manual intervention and makes agents life easier.

Other necessary information or resources:

 

2022년 7월 25일에 게시됨 · Keiran Rice

3

팔로워

3

투표 수

1

댓글


Keiran Rice님이 에 댓글을 입력함

댓글Triggers and automations

This really would be so useful in so many different usecases!

댓글 보기 · 2022년 7월 14일에 게시됨 · Keiran Rice

0

팔로워

0

투표 수

0

댓글


Keiran Rice님이 에 게시물을 만듦

게시물 Feedback - Ticketing system (Support)

Hi,

 

It would be great to have a IFVALUE 'IS BLANK' and 'IS NOT BLANK' option on a Ticket Form Conditions

I have a few forms where I have the same field repeated so we can do multiple tasks in one ticket. It works fine but it would be nice to show only the next available blank field if the previous field has a value - this would make our forms look more concise and usable.

 

Thanks!

2022년 7월 14일에 게시됨 · Keiran Rice

3

팔로워

1

투표

0

댓글