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Rico Pagliuca

已加入2021年5月28日

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最后活动2023年9月08日

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的最新活动 Rico Pagliuca

Rico Pagliuca 进行了评论,

社区评论 Feedback - Ticketing system (Support)

This would be enormously helpful. Side Conversations are critical for many ticket flows and often lead to an unintentional drop in response times due to the lack of notification options.

Defaulting to bcc the agent creating the side conversation is something we'd absolutely love to have.

查看评论 · 已于 2023年9月08日 发布 · Rico Pagliuca

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社区评论 Feedback - Ticketing system (Support)

Big time +1 to this. The org features in ZD are not well suited to internal management structures where, in our case, store level and GM users submit tickets that Area Managers want to be able to comment on. But Area Managers submit tickets we should never let lower levels see details on. 

查看评论 · 已于 2022年8月24日 发布 · Rico Pagliuca

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评论Working with leads and contacts

It would be so wonderful is Support had this structure. Subordinate organizations [and associated user rights] would be massively beneficial to support. It's a frustrating product gap. 

查看评论 · 已于 2022年3月30日 发布 · Rico Pagliuca

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Rico Pagliuca 进行了评论,

评论How to solve issues with the email channel

We have an instance where we have an external support provider that sends us ticket notifications [via ConnectWise, I believe] which always come with the subject:

Ticket#XXXXX/Location/Issue

Each time their ticketing system generates a response [whether to us or another third party or to their own office] it creates a new ticket.

How can I have a trigger based on subject to check if the Ticket#XXXXX exists and thread into that if so?

查看评论 · 已于 2021年8月17日 发布 · Rico Pagliuca

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