Admin Williams

Our agents frequently need to leave internal notes on tickets to provide context for other team members, especially when escalating an issue. We often use the same formats, such as 'Escalation Summ...

Our internal knowledge base is becoming stale because our agents don't feel motivated to contribute new articles or update existing ones. What if we introduced some gamification elements to encoura...

We've created a number of custom ticket fields, but we're unable to use them in the 'Group by' option when creating reports in Explore. The fields are available as filters, but they don't appear in...

I'm an admin with some development experience, and I'm interested in exploring the possibilities of the API. I'd love to hear how other teams are using the API to create custom integrations and to ...

I'm trying to create a dedicated support workflow for our sales team. I want them to be able to send an email to a specific address (e.g., salessupport@mycompany.com) and have it automatically crea...

We're looking to create a private community for a specific group of our enterprise customers. We want this community to be a place where they can collaborate, share best practices, and get support ...

I'm looking for a way to automate the process of tagging tickets based on keywords in the ticket subject or body. For example, if a ticket contains the word 'refund', I want it to be automatically ...

It would be incredibly helpful if there was a 'sandbox' environment where we could test new features and configurations before rolling them out to our production environment. This would allow us to...

I am trying to create a custom report that will show me the average time to first response by agent. This would be a really helpful metric for us to track, as it would allow us to see which agents ...

It would be incredibly valuable to have a 'customer journey' timeline view that shows all of a customer's interactions with our company in a single, chronological view. This would include all of th...