Chris Bryant

Really need this here too so upvoting.

The last comment here seems to be incorrect regarding automatic ticket tagging from within the body of the ticket.  

For example, I am currently having a problem where we have tickets routed to a Voicemail view if they come in through the Voicemail channel.  I keep having any tickets that come through our email channel that have the word "voicemail" anywhere in the body (not in the subject) being tagged as voicemails and moved into this view.  We can easily remove the tag but this is an annoyance to the Agent (and myself for not being able to figure out how to get this to stop)

I would highly recommend not using the translate feature since this is utilizing Google Translate.  Any PII that might be discussed with a customer is now on the cloud.  "Google Translate should never be used for translating highly-sensitive content that contains personal data or other important information. Once you enter the text in the tool, it becomes property of Google, and they can use the data to their discretion. This may result in breaches of regulations or contractual relations that you have established with your partners, customers or vendors."

I am trying to find a way to report on the tickets that the Agent marked as Solved only.  When I look at solves this includes all tickets that were replied to in a Pending state and autoresolved.  I don't want to see tickets that the customers didn't respond to and have those counting as "solves" for the purpose of my QA and reporting.  Thanks!