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Michael Ciraco

Entrou em 06 de fev. de 2023

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Última atividade em 06 de fev. de 2023

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ComentárioTicket customization

Features we need to be able to implement this.  We are a LARGE enterprise, and have been waiting for this flexibility for many years and appreciate the movement forward, but it has gaps preventing reasonable implementation.  

- custom ticket statuses must be able to be tied to forms, roles, groups, and or custom field we use called "brand field" so custom statuses only appear on certain forms or based on this custom field.  Preferable all of the above.  Having users have to select from a list as long as we would use to eliminate more than 100+ automations and triggers that use custom tags to simulate what we were missing to this point is not viable.  
- triggers and automations that can use "less or equal" like functions on status checks within a status category.  Better yet, let us rearrange all statuses to our desire in a priority order.  
- remove the requirement for use of agent workspace.  Though we'd like to get there, our org is so complex this would take substantial effort and retraining of thousands of staff and adjustments to countless integrations.  
- allow us to set an icon and ticket color unique to each status.  even if it was just 3 characters it would be sufficient.  
- return the status of closed, preserving the last status of solved as indicated above, or, allow custom solved statuses we can use automations to set specifically.  

Exibir comentário · Publicado 06 de fev. de 2023 · Michael Ciraco

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