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Topics started by Secrecy7919

4 Topics

S
Top Contributor
Secrecy7919Top Contributor
asked in How do I....?

How can I add plain text to a dynamic request type?

Hello! I’m having a bear of a time trying to find a way to add simple plain text to a portion of our helpdesk. When the requestor selects various request types, specific fields are needed for each type. For some (like the one pictured) I need to tell the user something specific such as what permissions are needed or equipment they are requesting. The only way I’ve found is to change the display name on something like the text box but then there is a box that they can incorrectly put things in. Ideally, I would like to remove the check boxes altogether and just tell them to put it in the description box the the text section. I’ve done a fair bit of researching and have found a few articles by others with some potential answers, but none of them have worked for me. Am I just missing the option to add ONLY static text? Thanks!   

6
S
Top Contributor
3 months ago
S
Top Contributor
Secrecy7919Top Contributor
asked in Analytics, Reports & Dashboards

Can't share an Analytic report with anyone as account admin

Hello! I (and others in our helpdesk) have encountered an issue with trying to share a report created in the Analytics tab. When I go to the share button in the upper right of the screen, I get the list of users or groups to share the list with. When selecting what I want there is no way to save my selection. I am an account admin and I tried adding a regular user and another account admin but nothing worked. Like I mentioned, I am not the only one with this issue. Any help would be appreciated.

4
Daniel Söderlund
Skilled Expert
20 days ago
S
Top Contributor
Secrecy7919Top Contributor
asked in How do I....?

How to export tickets in a readable format

Hello! I was wondering if there was a way (or if something was on a roadmap somewhere) to export tickets in a readable format such as PDF? I know that you can export the whole account, specific ranges, or individual tickets, but those all have undesirable outcomes or limitations. Account export only creates XML/JSON files which is potentially helpful if migrating to another service but it doesn’t let you view it if needed (which we need to occasionally).  Ranges only have basic ticket data like Ticket ID, requester, Status, Type, etc, but they don’t have any conversations or the initial description. They also only export as CSV or Excel formats. Individual ticket options only include printing which is its own mess. Since we have a lot of fields on a bunch of request types, printing the ticket proceeds to include ALL of these potential choices in the file as well as the conversations and ticket info. Additionally, the print margins can’t be changed and text along the edges gets cut off

3
Yusuf Ahmed
Community Manager
1 month ago
S
Top Contributor
Secrecy7919Top Contributor
asked in Portals, Emails & Other Channels

Agent emails for ticket assignments not working correctly

Hello! My team is having an ongoing issue with agents not receiving some ticket assignment emails. The option is configured in the settings and most do get sent, but not all. This has left us in a tricky place as those tickets don’t get addressed in a timely manner due to the agent not being aware of something to take care of until they have to login to the system for another task. Everyone in the chain then gets frustrated by the problem, from the agent to the customer to myself as the admin. I’ve looked into it but there isn’t anything I can do another than confirm from the email box that there are no “Ticket Assigned” emails for the tickets in question when they get brought to my attention. This happens over multiple email ingest accounts, multiple agents on different teams, and from both new tickets that get auto assigned as well as manual assignments from other agents. Is there anything that can be done about this? Thanks.

3
Sreejith S
Community Debut
11 months ago

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