Ben Fulton

1. Support
2. ...
3. Ticket automation and collaboration
4. Migrating to CCs and followers

This migration broke emails to CCs on shared tickets for us, and I can't find any mention of shared ticket behavior in these docs. Is this a known issue, and do you know if there is a workaround? T...

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• Ben Fulton
• Criado 31 de agosto de 2022 16:51
• 0 voto

1. Comunidade
2. Feedback - Reporting and analytics (Explore)
3. Problem and Incident tickets - need a way to view the subject and detail of all incident tickets against a problem ticket, or vice versa

We are frustrated by this miss in the reporting as well. I would like to report open Problem tickets sorted by Incident count to help our engineers prioritize fixes.

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• Ben Fulton
• Criado 5 de maio de 2022 21:59
• 3 votos

1. Comunidade
2. Feedback - Reporting and analytics (Explore)
3. Gather reporting in Explore

Hi Orsolya, I just wanted to see if the release date for this dataset has firmed up at all, and if it will be available soon as a beta test if we can opt-in. We have a team that could really use mo...

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• Ben Fulton
• Criado 5 de janeiro de 2022 19:43
• 0 voto

1. People
2. ...
3. Team members and groups
4. About team member product roles and access

Hi, I'm looking for some more precise answers about what Contributors can access. "...for instance, contributors can view some tickets, but cannot respond or otherwise interact with them." This see...

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• Ben Fulton
• Criado 21 de junho de 2021 18:14
• 4 votos

1. Guide
2. ...
3. Using the knowledge base in Help Center
4. Managing user segments

Hi Heather, Thanks! We don't have a need for this add on aside from outputting lists, so I'm hesitant to spend any time with it unless we know it can definitely create a customer list from a user s...

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• Ben Fulton
• Criado 15 de junho de 2021 16:52
• 0 voto

1. Guide
2. ...
3. Using the knowledge base in Help Center
4. Managing user segments

Is there any way that we can export a list of the users in a user segment to CSV/spreadsheet, either from Guide or via Explore?

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• Ben Fulton
• Criado 14 de junho de 2021 21:16
• 0 voto

1. Guide
2. ...
3. Working with the Knowledge Capture app
4. Disabling users from self-solving tickets with linked articles

We really need two switches here—one for the user solving the problem when they follow a link to the article, and another that enables them to solve when they go to an *unlinked* article. What is h...

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• Ben Fulton
• Criado 15 de janeiro de 2021 16:31
• 7 votos

1. Explore
2. ...
3. Writing formulas
4. Explore functions reference

Hi Graeme, Unfortunately, our values do not look like numbers, so I tried building a metric that maps the string values to integers via a switch statement, but I am not getting any results. IF [Cha...

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• Ben Fulton
• Criado 11 de janeiro de 2021 22:38
• 0 voto

1. Explore
2. ...
3. Writing formulas
4. Explore functions reference

Our tickets have a multi-select field that we use to track the ticket escalation path through multiple tiers of support. If a ticket is assigned to one of those tiers, that tier's value will be add...

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• Ben Fulton
• Criado 7 de janeiro de 2021 23:18
• 0 voto

1. People
2. ...
3. End users and organizations
4. Creating organizations

Regarding bulk update of existing users, I think we can muddle through by using bulk export to get the list and then perform a bulk update. However, bulk verification does not solve our email verif...

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• Ben Fulton
• Criado 4 de janeiro de 2021 22:53
• 0 voto