Robert Delbueno

I have a custom User field name Oilsoft ID. I have a custom Ticket field named Oilsoft ID. I want to inherit the User Oilsoft ID into the the ticket Oilsoft ID upon ticket update if there is not already a Ticket Oilsoft ID present.

I have tried to do this with a trigger as follows:

Meet ALL conditions:

Ticket>Ticket      Is   Updated

Ticket>Oilsoft ID   NOT present

Actions:

Ticket>Oilsoft Id    {{ticket.requester.custom_fields.oilsoft_id}}

But the Action simply put the the literal “{{ticket.requester.custom_fields.oilsoft_id}}” in the Ticket Oilsoft ID field.

This seems to indicate that placeholders can't be used here.

So how else could I achieve this functionality?

another +1 , again. Seems like such an obvious feature.

Any progress on this?

No ability to track agent Away/Available time??

Are you kidding me? This is a fundamental metric for a customer service platform, no?

Arggg.

Agree 100% please add ability to actually use the phone capabilities on the mobile app. Seems like a no brainer. After migrating from RingCentral I am lost without mobile calling.

I agree. Badly needed feature.