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Andriana G
已加入2022年5月05日
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最后活动2023年6月13日
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的最新活动 Andriana G
Andriana G 进行了评论,
Hi there, our agents open and assign a lot of tickets to one another. These are not just side-conversation tickets. We DO have an SLA in place for first time reply. I see that is is being applied to side conversations opened by our agents but not to parent tickets. Can we create an OLA policy so that this same first time reply SLA is applied to parent tickets opened by agents? Thanks
查看评论 · 已于 2023年4月28日 发布 · Andriana G
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Andriana G 进行了评论,
Hi Dave, I just did a quick test actually to see what would happen and these were my findings that others may or may not find helpful... The accounts for users A and B were originally created with a default org of X. I created a new org, org Y, and added both users A and B. I deleted org X just from user B's account and made Y the new default. When I asked user B if she could still see a ticket that had been created by user A, even though they are both in org Y, she was not able to see the ticket. I assume this means that tickets are tied to organizations. Just because users share organizations doesn't mean they will have access to ALL of each other's tickets. I'm trying to find a way around this but I realize it's complex so I'm going to follow up with our account rep. Thanks for your help!
查看评论 · 已于 2022年6月08日 发布 · Andriana G
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Andriana G 进行了评论,
Hi Dave, that doesn't quite answer my question but I'm assuming the answer is "yes." In other words, it doesn't matter what organization someone belonged to at the time the ticket was opened - if you're in that same person's organization today, you'll be able to see any ticket they've ever opened. Essentially tickets are not forever tied to organizations but they are to users. As long as I put everyone together in the same org, they'll be able to see each other's tickets regardless of what organization they were in at the time the ticket was created - tickets follow the users. Am I making any sense/is that correct?
查看评论 · 已于 2022年6月07日 发布 · Andriana G
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Andriana G 进行了评论,
Hello, I'm looking to understand the impact of removing users from organizations. Currently, all of our internal users (light agents) are in the same org as our support team (team leaders - the true ticket-resolving agents). I want to be able to put all of our internal clients into the same org and eventually demote them to end-users so that they'll only be able to see tickets submitted by members of their same org/team. If I change their organization now from say A to B, will they still be able to view tickets that were submitted by their team members from when they were still in org A? Thanks
查看评论 · 已于 2022年6月06日 发布 · Andriana G
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Andriana G 进行了评论,
Hello, why might the resend verification email option be greyed out? I've updated someone whose account was created a year ago to Team Leader temporarily and I'm being told he needs to verify his email by one of our agents. She sent him the email but he is saying he doesn't see it anywhere (not even in spam). As an Admin, I'm not able to re-send this to him. Is there something else we should be doing? Should we ask him to click on the "forgot my password" link? Thanks,
查看评论 · 已于 2022年6月03日 发布 · Andriana G
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Andriana G 进行了评论,
Thanks, Gabriel. This is helpful, indeed! Is there a way to do this in bulk? I'd like to add ~50 existing light agents to the same organization. Thanks
查看评论 · 已于 2022年6月02日 发布 · Andriana G
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Andriana G 进行了评论,
Hello, my company is in a similar situation as described by the user above. We allow both external and internal users to submit tickets. Our internal users are set up as Light Agents currently but I'd like to restrict their access in terms of tickets they can see to only those that are created by someone within their same organization. I've checked the box to enable being able to add users to multiple organizations which I see is applicable to agents as well. Still, when I try to add an existing user (Light Agent) to a new organization I've set up to represent the team he is in, I get an error message saying that a user with that email already exists. Can this be resolved? Thanks
查看评论 · 已于 2022年6月01日 发布 · Andriana G
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Andriana G 进行了评论,
Hello, is it possible to merge two *agent" duplicate accounts? Technically his role is Contributor. Thanks
查看评论 · 已于 2022年5月27日 发布 · Andriana G
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