Morgs
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Recent activity by Morgs-
Can I be notified when a problem ticket has reached a certain number of incidents?
Question Can I be notified when a problem ticket has reached a certain number of incidents? Answer Yes, it is possible to configure triggers that will look at the number of incidents connected to...
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Can I be notified of an SLA breach?
Question Can I be notified of an SLA breach? Answer Yes. It is possible to build automations that send notifications of upcoming SLA breaches by using the condition Ticket: Hours until next SLA b...
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Can I be notified by email before a task ticket's due date?
Question I want to receive a notification before a ticket's due date comes up. Can I create an email reminder before a task ticket's due date? Answer Yes, you can create an automation that sends an...
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Can I automatically route tickets from a specific customer to specific agent?
Question How can I automatically assign all of a requester's tickets to the same agent? Answer You can automatically assign all of a requester's tickets to the same agent creating a trigger. To cre...
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Can I automatically set priority on tickets for my SLA targets?
Question Can I automatically set priority on tickets for my SLA targets? Answer For a Service Level Agreement target to apply to a ticket, the priority of the ticket needs to be set first. The be...
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Can I automatically assign a ticket to the first responding agent?
Question I want to assign the ticket to the first agent to respond. Can I automatically assign a ticket to the first responding agent? Answer The Auto-assign to the first email responding agent tr...
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Can I apply ticket fields to groups?
Question We want some unique fields to only show in some groups. Can I apply ticket fields to groups? Answer No, ticket fields are assigned on the tickets and not groups. A workaround is to either ...
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Can I allow an agent to edit business rules?
Question I want some of my agents to be able to configure Support triggers and automations. Can I allow an agent to edit business rules? Answer Yes, on the Support Enterprise plan, you can crea...
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Can I add a hyperlink to images in macros?
Question Can I add a hyperlink to images in macros? Answer Yes. You can add hyperlinks to images in macros if you have rich content enabled. To do this, drag and drop an image into the rich cont...
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Can an email from a business rule satisfy SLA targets for wait time?
Question I want to use a trigger or automation to respond to customers in order to to avoid a breach of our SLA targets such as the first reply time. Can an email from a business rule satisfy SLA ...