Tim Malo

@Pierre Merrien I'm interested in your solution as well.  Thanks in advance!

@Wes thanks for the quick reply.  Unfortunately that is not working for us.  We tried those exact steps before I posted the question.  Any other thoughts?

Hi everyone.  We use Brightcove to host all of our video assets.  Is there a way to use their embed code to have a video show up in one of our articles?

I think the best way to handle this is to prevent end-users from automatically updating tickets with a Solved or Closed status.  If an end-user sends an email response for one of these tickets, it should be placed in a holding area.  Then agents can review these comments and decide whether to: 1. Update the ticket (Thanks for your help, but it didn't work...); 2. Delete comment (Thank you! Everything is perfect!); or 3. Create new ticket (Thank you for fixing that problem.  Can you help with this problem now?)

I'm all for automating as much as possible.  But I think the best solution for this is to semi-automate it.

Any thoughts???