David Longley

Hello I want to set the 'default visibility' for the priority so that the priority does not show within the customer portal: i have looked here but cant see a setting: where/what system setting do i need to change to reflect this?

Hi @Steven Boardman, i have just done this but when the ticket is created, it does not select the customer as the person who i have selected. It still logs the ticket as me? As you can see from the image below, the customer is me but i selected Aykut from the drop down lost. I would have thought it would have selected Aykut as the customer so that he gets all the emails. ADMIN EDIT: Image contains sensitive information and it was removed (GDPR)

@James Ainsworth would be interested in being able to group views

Thanks @Steve Giller, just what was missing

@Steven Boardman okay, would be good to be for the customer who is a member of an Org has the ability tor log a ticket for other members who are linked to the same Org.

thanks @Steven Boardman, one other question. When you select search all Users, does this pick up contacts as well as our user base is 90% external contacts?

thanks @Victor, just to tripple check, this is the importing of contacts who can access the customer portal?

thanks @Steven Boardman, if i set this question up, can we set a default value of No and then only prompt the customer to change it if they need do?

@Steven Boardman is the log on behalf now available as i cant see it? also is this available in the service portal

When i attended the 2019 insights, i remember you saying that a release would be available which allows you to log a ticket on behalf of someone else within the portal. IS this available and how do i enable this? we want to use this feature in the customer portal.

I have configured a workflow which basically automatically logs and close a ticket if the customer has 'self helped' themselves in the customer portal. I have noticed that the resolution text which i have added in the BPM node is not updating the ticket timeline: Here is my BPM: This is the node which should update the ticket: but when it resolves the ticket, the pre-defined text does not appear in either the ticket or SS portal what am i doing wrong here?

I am looking at setting some kind of alert which will trigger a notification which will remind the team that a ticket has been assigned to a team but no agent has picked this up. I want to avoid tickets sitting unassigned as was wondering if there was a smart way to remind the team on this?

@Victor when will these be ready as you said the end of the week which was a few weeks ago?

@Steven Cotterell, thanks you so much. worked a treat!

Hello, Can someone please help me or tell me what setting i need to enable so that all contacts within an organisation are able to see all tickets logged by members of the same company? I have added two contacts into the same organisation but when we look at the customer portal under active tickets, i can't see all the tickets i am expecting to see. Also i am not sure how it should be displayed, i would have thought it would show something like, my organisation tickets.

I have updated my json file to: "ContactAction": "Both", which i hoped would update the contact as i have amended the users job title but it still creates a new contact

We are using the CSV contact import script which is working fine, but when we make a change to a contact and want to run the script top update the contact, the script is creating duplicate accounts. What do we need to do in the json file to update the contact?

hello please can you allow the functionality to insert screen shots when logging support tickets with yourself, it would make life alot easier. thanks

thanks @Steven Cotterell, thats exactly what i needed. cheers!

Hello, IU want to be able to grant users with the account type 'User' to have the ability to see the email tab: what role do i need to give them to only see this?

thanks @Daniel Dekel,

thanks @Daniel Dekel, is there any chance this can change?

this would be a great additional, very frustrating as the default images are poor.

okay great, I am manually uploading 80+ org, should i wait or do it? @Victor

Hi @Victor do you have any eta for the contact and organisation import tool?