Cory Truesdell

Curious, are macro suggestions only available for instances where the AI add-on is purchased and enabled? We've recently upgraded to leverage AI functionality, but the 'suggested dates' are from earlier this year and last year. Thanks!

I'm really confused about the inability of Agents to create new users unless they can see all tickets. I have two group within my ZD setup, a Customer Support team and a Accounting Support team. I don't need these groups seeing each other's tickets so I have them separated. But as helpdesk folks, when they get a call and want to record the request, they can't create a new end-user if their a first time caller? This is an intentional feature? How are they supposed to work around this?

+1 for this feature. I recently made a significant change to the way we category incidents and would love to go back and bulk-edit the old ones to match the new format. 

Question - If an agent is flying thru tickets in guided mode and a customer replies to a ticket they've previously been assigned to, will that ticket jump to the front of the line for that assigned agent?