Saeed Himour

Hi Jacob the Moderator, 

I have good news, finally, it works well after contacting ZD support, and guided me to the solution.

it was solved after creating a new trigger and all went well.

by including this placeholder:

{{ticket.latest_public_comment_formatted}}

Hi Jacob the Moderator,

sometimes we receive emails from third parties, and in some cases we change the requester email, then send the ticket (email) to another requester (email address)

in this scenario, when we send the ticket to the new requester all email threads will be included and we won't have this, I need only to send my message without any old thread in the same ticket.

Thanks Jacob the Moderator, this does not work well for what I am looking for.

Hi,

Why it's not possible to remove the email thread in my last response to the customer and keep only the last sent message option when sending or response in public comment " reply without thread "

any recommendation?

Hello,

I am wondering, How I can create a Daily Dashboard report of my daily tickets (created, and Solved) and include the SLA and other metrics in the same report.

I don't want to use the system default support report, because I can not keep the date range always for "yesterday" as a range. when back to is i found another date.

Hello Arianne Batiles,

Yes I measured only the requester wait time) and I did not measure the Agent's work time,

However, some tickets breached the SLA when it exceeded the Total resolution time.

How to avoid this, because some tickets are out of our control and we should wait for the customer's response or feedback.? to get sure that his issue is resolved.

I noticed if a ticket within SLA and moved from Open to On-hold or Pending status, and the ticket resolution time was set for example 72 Hours,

if the requester updates the ticket, the status becomes Open, and immediately the ticket breaches the SLA if it was pending for more than 72 Hours.

How can we fix this?

How can we 

Thank you, Lausin, will check it out

Hi,

How Can I avoid duplicate CSAT being sent more than one time for user Requester?

because sometimes during the same day, week, or month we may receive many tickets from the same requester about the same case/subject. and can not merge his tickets per our internal process.

any advice thanks.