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Brettany Rhodes

Entrou em 16 de abr. de 2021

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Última atividade em 09 de jan. de 2025

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Brettany Rhodes criou uma publicação,

Publicação Q&A - Reporting and analytics

I'm looking for an option to locate problem tickets without an incident attached. I've created an Explore report that will include problems with incidents, but it does not pull in the problem tickets without incidents. 

Thanks!

Brettany

Publicado 07 de jan. de 2025 · Brettany Rhodes

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Brettany Rhodes criou uma publicação,

Publicação Q&A - Users, groups, and organizations

I'm looking for a way to update an Organization field (Onboarding Status) after a predetermined amount of time. I need this status changed at the Org Level, not the ticket level.

For example:

Organization field > Onboarding Status field = Early Adoption

after 90 days change the 

Onboarding Status field = Onboarding Complete

Publicado 03 de mai. de 2024 · Brettany Rhodes

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Brettany Rhodes criou uma publicação,

Publicação Q&A - Tickets and email

I'm looking for a way to a macro, or possibly an internal note added when an agent first opens a ticket. We need to set reminders for agents to add certain documentation before taking action on the ticket (pending, on-hold, solved).

Is there an option or workaround to do this?

Publicado 13 de mar. de 2024 · Brettany Rhodes

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Brettany Rhodes comentou,

ComentárioTicket management

We are still only seeing the 12/8 split as well, when will the 30/10 split be available? Is there option in Admin that needs to be turned on?

Exibir comentário · Publicado 02 de out. de 2023 · Brettany Rhodes

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Brettany Rhodes comentou,

Comentário na comunidade Feedback - Reporting and analytics (Explore)

+1 Need a report to find tickets that are marked incidents and not tied to a problem ticket. Also, seeing how many incidents are tied to a problem ticket would be extremely helpful.

Exibir comentário · Publicado 18 de jul. de 2023 · Brettany Rhodes

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Brettany Rhodes comentou,

ComentárioTicket management

I'm needing to audit all views and who they are available to. Is there a way to export the views list?

Exibir comentário · Publicado 22 de mar. de 2023 · Brettany Rhodes

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Brettany Rhodes comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Any update on this feature request for unmerging tickets?

Exibir comentário · Publicado 27 de set. de 2022 · Brettany Rhodes

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Brettany Rhodes comentou,

ComentárioEnd users and organizations

When setting an individual user to Can view all org tickets in their user profiles. Does this user have edit rights to all org tickets or is it view-only access?

Exibir comentário · Publicado 24 de ago. de 2022 · Brettany Rhodes

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Brettany Rhodes comentou,

ComentárioBusiness rules

We have a trigger set up to send a notification to Slack if a ticket is received with "red flag" keywords indicating a high emergency issue is taking place. The notification is working fine, but the agents are requesting the Slack notification contain the red flag word. Is there a way to include a word or phrase when listed as an "ANY" condition for the comment/subject text? Attached are samples of the trigger created and the Slack notification received. Any help would be appreciated.

 

Exibir comentário · Publicado 16 de mai. de 2022 · Brettany Rhodes

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Brettany Rhodes comentou,

Comentário na comunidade Feedback - Help Center (Guide)

Any update on this? I'm looking for a solution to send a notification to a Slack channel each time a new online help article is published.

Has anyone come up with a work around to send a notificate to Slack when articles are published without creating a ticket?

Exibir comentário · Publicado 13 de abr. de 2022 · Brettany Rhodes

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