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Steven Aranaga
已加入2023年1月04日
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最后活动2024年4月10日
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的最新活动 Steven Aranaga
Steven Aranaga 进行了评论,
With my company, we have Custom Objects defined for buildings and floors that our customers have subscribed with us. We have a lookup relationship that goes like Floor → Building → Organization.
I was able to filter buildings lookup in our form to those belonging to the organization of the ticket you are viewing, which is perfect, but I cannot do the same for floor. I want to be able to filter the floor based on the building selected, but that same variable does not appear in the filters (building is (building). Is there any way to do this?
查看评论 · 已于 2024年4月10日 发布 · Steven Aranaga
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Steven Aranaga 创建了一个帖子,
I would like my employees to be able to verify articles without having to have publishing rights. For instance, light agents should be able to verify an article for accuracy to show someone reviewed it, but they don't need to publish it IF there is no change. If there is, it will be referred to an author.
已于 2023年11月17日 发布 · Steven Aranaga
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Steven Aranaga 创建了一个帖子,
Scenario: I have a support and implementation team. When a ticket requires, I want to send the original ticket to implementation to handle their task. The issue is that, in much of the reporting, the ticket disappears from the support group's statistics. I can see agent activity and such, but simple items like backlog does not show anymore.
So, if I have a ticket for 2 days with a member of the support team, then assign it to the implementation team, it shows now as having been in implementation's backlog for 2 days. SLAs seem to update and it doesn't show achievement/breech based on where it lived then.
Am I seeing this right or am I missing something? I tried side conversations with tickets but I don't want to include the customer in yet another ticket that they didn't open.
已于 2023年11月09日 发布 · Steven Aranaga
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Steven Aranaga 进行了评论,
The ability to see child conversations as such would be great in ticket views. There is nothing that indicates that a ticket is a child of another. This would be super helpful in exporting data to show the relationship that some tickets have to others.
查看评论 · 已于 2023年11月07日 发布 · Steven Aranaga
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Steven Aranaga 进行了评论,
Does the blocklist apply to tickets submitted through the modern chat widget? I have spam coming in from chat and I have added the domain, but the tickets seem to keep opening. Now, here it talks about adding reject: or suspend: in front of each domain, but the in-app guide simply says to list the domains. I just added the reject: and will see if that works.
If it doesn't, then I really need the widget to only appear to logged in users on my HC, which doesn't seem to be an option?
查看评论 · 已于 2023年7月26日 发布 · Steven Aranaga
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Steven Aranaga 进行了评论,
Is there a reason that someone needs to have publish permissions to verify an article? I have a team that wants to review articles when needed, but often do not need any update. We want to control who can publish a new version, but they should be able to verify it if there are no changes needed.
查看评论 · 已于 2023年6月14日 发布 · Steven Aranaga
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Steven Aranaga 创建了一个帖子,
Scenario:
I get a ticket submitted by email. This triggers a webhook that modifies the subject through the API. After that, an email notification is sent, but the {{ticket.title}} is returning as undefined.
Here is the part of the payload (pulled before triggering the email notification):
Alert is simple:
I get this:
Any ideas how this happens? If I trigger the email notification prior to the API update, everything is fine.
已于 2023年5月12日 发布 · Steven Aranaga
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