[Amend default visibility for Priority]

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? 

 

[Ability to log a self service ticket on behalf of someone else]

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)

[Views on the Request List]

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

[Ticket Resolution Node is not auto updating timeline]

Thanks @Steve Giller, just what was missing 

[Ability to log a self service ticket on behalf of someone else]

@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. 

[Ability to log a self service ticket on behalf of someone else]

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? 

[Importing contacts via CSV]

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

[Ability to log a self service ticket on behalf of someone else]

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? 

[Log on behalf of.......have I missed something?!]

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

[Ability to log a self service ticket on behalf of someone else]

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.

[Ticket Resolution Node is not auto updating timeline]

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?

[setting reminders when tickets are not assigned]

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? 

[Importing contacts via CSV]

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

[Help viewing all active tickets logged by contacts within the same company]

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

[Help viewing all active tickets logged by contacts within the same company]

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.

[How to update a contact via the CSV contact import script]

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

 

[How to update a contact via the CSV contact import script]

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? 

[Allows adding attachments in your support tickets]

hello

 

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

 

thanks 

[Access to the email tile]

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

[Access to the email tile]

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?

 

[Update style sheet so that all contact files are visible within the my profile view]

thanks  @Daniel Dekel,

[Update style sheet so that all contact files are visible within the my profile view]

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

[Service Portfolio Icon Customisation]

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

[Importing contacts via CSV]

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

[Importing contacts via CSV]

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