Susan Davis

As an administrator, I am terrified of making changes to our live production environment. I want to test new triggers, automations, and form layouts before rolling them out to our agents and custom...

We are using a custom date field to track 'Subscription Renewal Date' on our user profiles. However, we've discovered a critical bug: the date selected in the date picker is not the date that gets ...

As a developer who frequently interacts with support, I find the lack of Markdown support in ticket comments to be a significant pain point. It's very difficult to share code snippets, log files, o...

We've noticed some strange behavior with the search functionality. When we try to filter search results by a specific date range, it doesn't always work as expected. For example, if I search for al...

We've noticed that the 'Next SLA breach' column in our views is not always updating in real-time. We've had several instances where a ticket has breached its SLA, but the view still shows that ther...

Onboarding and training new support agents is a critical process that can have a big impact on their success. I'm curious to know what strategies and techniques others are using to get their new hi...

We have noticed that the search index is not updating in real-time. When we create a new ticket or update an existing ticket, it can take up to 30 minutes for the changes to be reflected in the sea...

It would be amazing if there was a built-in video recording tool that would allow our customers to record their screen when they are submitting a bug report. This would be incredibly helpful for ou...

We are consistently experiencing a crash with the time tracking applet whenever a ticket is merged. The steps to reproduce this are as follows: 1. Open two tickets with the time tracking applet act...