Nizar Halaoui

I’m facing limitations that prevent me from resolving the storage issue effectively. For instance, when trying to manage data storage, the bulk delete function for users doesn’t allow me to sort by the date updated, making it difficult to bulk delete users who haven’t been updated for certain period (the only option available is by created date)

As for file storage, while there’s a dashboard that shows the overall usage, it’s not possible to generate reports to identify large files or bulk delete tickets based on their size. This makes it harder to reduce storage efficiently, and these restrictions are slowing down the progress.

Any updates here please

Chris Drylie Hello, please any updates here

Any updates here please, this is very important

It works with tickets sent by users as emails and I will follow your advice but doesn't work with tickets from the mobile app help center

Hello, we use a trigger to auto-reply (public comment) to all the tickets we receive, this is considered by the SLA as a first reply time, how can we skip this, and consider the actual reply (public comment) by an agent is the first reply time and calculate upon it.

Another issue we are facing is that if the user sent a ticket, got the auto-reply, then added an additional comment right after it, the time is switching to "Next reply time" SLA metric, while it shouldn't be the case here since the agent did not reply yet even.

Hello, I was wondering how can we add a not for a specific user, where agents can view it when handling different tickets related to the same user.

for Example, I want to label a specific user as a "fraud user" and I need this note to appear for all agents who are handling tickets coming from this user, but I need the message to be visible to them once they open the ticket.

Currently, when we reply to a thread, it replies to the original tweet and not the latest tweet. This is crucial to be solved asap. If someone is looking at the thread, the replies will look horrible.