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Steven Aranaga
가입한 날짜: 2023년 1월 04일
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마지막 활동: 2024년 4월 10일
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님의 최근 활동 Steven Aranaga
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With my company, we have Custom Objects defined for buildings and floors that our customers have subscribed with us. We have a lookup relationship that goes like Floor → Building → Organization.
I was able to filter buildings lookup in our form to those belonging to the organization of the ticket you are viewing, which is perfect, but I cannot do the same for floor. I want to be able to filter the floor based on the building selected, but that same variable does not appear in the filters (building is (building). Is there any way to do this?
댓글 보기 · 2024년 4월 10일에 게시됨 · Steven Aranaga
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I would like my employees to be able to verify articles without having to have publishing rights. For instance, light agents should be able to verify an article for accuracy to show someone reviewed it, but they don't need to publish it IF there is no change. If there is, it will be referred to an author.
2023년 11월 17일에 게시됨 · Steven Aranaga
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Scenario: I have a support and implementation team. When a ticket requires, I want to send the original ticket to implementation to handle their task. The issue is that, in much of the reporting, the ticket disappears from the support group's statistics. I can see agent activity and such, but simple items like backlog does not show anymore.
So, if I have a ticket for 2 days with a member of the support team, then assign it to the implementation team, it shows now as having been in implementation's backlog for 2 days. SLAs seem to update and it doesn't show achievement/breech based on where it lived then.
Am I seeing this right or am I missing something? I tried side conversations with tickets but I don't want to include the customer in yet another ticket that they didn't open.
2023년 11월 09일에 게시됨 · Steven Aranaga
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The ability to see child conversations as such would be great in ticket views. There is nothing that indicates that a ticket is a child of another. This would be super helpful in exporting data to show the relationship that some tickets have to others.
댓글 보기 · 2023년 11월 07일에 게시됨 · Steven Aranaga
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Does the blocklist apply to tickets submitted through the modern chat widget? I have spam coming in from chat and I have added the domain, but the tickets seem to keep opening. Now, here it talks about adding reject: or suspend: in front of each domain, but the in-app guide simply says to list the domains. I just added the reject: and will see if that works.
If it doesn't, then I really need the widget to only appear to logged in users on my HC, which doesn't seem to be an option?
댓글 보기 · 2023년 7월 26일에 게시됨 · Steven Aranaga
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Is there a reason that someone needs to have publish permissions to verify an article? I have a team that wants to review articles when needed, but often do not need any update. We want to control who can publish a new version, but they should be able to verify it if there are no changes needed.
댓글 보기 · 2023년 6월 14일에 게시됨 · Steven Aranaga
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Scenario:
I get a ticket submitted by email. This triggers a webhook that modifies the subject through the API. After that, an email notification is sent, but the {{ticket.title}} is returning as undefined.
Here is the part of the payload (pulled before triggering the email notification):
Alert is simple:
I get this:
Any ideas how this happens? If I trigger the email notification prior to the API update, everything is fine.
2023년 5월 12일에 게시됨 · Steven Aranaga
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