Topics started by greg.spanner
Hi All,Just wondered if anyone can share the work flows they use for merging calls. We generally use it in this scenario:User logs duplicate or similar ticketsTickets are merged with the first one being deemed primarySecondary tickets are closed (not deleted)All communication and work conducted in primary ticketThis seemed to work well for us but I came across an issue whereby an agent had requested some information from the user by replying to the primary ticket but the user's responses were logged in the secondary ticket that was closed. This meant that the agent was never alerted to the users response. I have raised this with support but my understanding (or at least the way I want it to work) is that all comms post the merge should come into the primary and open ticket. Support have said this isn't the case :(Any real life examples of how the merge functionality is used and understood would be great and appreciated.Cheers,
Business Hours for GroupsArchived
Feature Request and seeing if this would be useful for any other FS users. We are a managed service provider with a remote service desk and local technicians on each of our sites. The technicians work Mon - Fri but my SD agents work Sunday - Fri. As such I had configured one default policy for Business hours which included Sunday 07.00 - 15.30. However this was having a knock on effect to the overall SLA stats as none of the onsite technicians work that day but the tickets assigned to them are considered "live" on a Sunday and were subject to be breached if the due time hit on that day. To get around this, it would be good to be able to assign Business hours to apply to certain groups which would mean I could set up two policies for the SD agents and the onsite technicians to get a true representation of the SLA stats. Interested to hear anyone's thoughts on this or if they have managed to work around this issue with their existing config. Cheers, Greg
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