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Replies posted by thisismebb22

4 Replies

P
Apprentice
Paul HApprentice
asked in How do I....?

What happens when you delete an Agent?

So, am I reading this correctly... When an agent leaves an organization and you delete their account to have an agent license for the new staff you lose the history for the old agent on tickets.  That seems very odd if so for historical purposes?

6
kbobash
Community Debut
11 months ago
thisismebb22
Top Contributor
thisismebb22Top Contributor
asked in Ticketing & Agent Productivity

ticket replies or notes setting

Bump

1
thisismebb22
Top Contributor
11 months ago
thisismebb22
Top Contributor
thisismebb22Top Contributor
asked in Automations and Workflows

How to filter tickets on status?

Thank you for the feedback above. Our use case is we do not auto re-open tickets because of a response.  We do this because > than 90% are "thanks" and is messy to manage.  It is the missing a valid action response after closure that bothers us.  So, if this filter existed we could scan periodically the ones with response to assure we didn't miss a reply from a client that delays or possibly was on vacation scenario.  The state field seems be nothing more than a tag field with default types.  Maybe don't even use a field but put it in the tags to filter if adding more filters aren't deemed as high priority.

5
B
Skilled Expert
11 months ago
thisismebb22
Top Contributor
thisismebb22Top Contributor
asked in Automations and Workflows

How to filter tickets on status?

My apologies, I used the word "status" when I meant to write "state".  It is the field that holds item tags like "overdue", "response due", "new", "requester responded" that is builtin to the help desk.  No need for a custom field really, how do I use that as a filter. 

5
B
Skilled Expert
11 months ago

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