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James-Preseem
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Member since ‎Aug 19, 2020
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James Roberts

I have worked within the IT industry for the past 30+ years. During that time I have worked for and with companies of every size from small mom and pop shops to international conglomerates, municipal governments to nation states. I have worked in many different roles (system admin, consulting, training, technical marketing/sales/presales, educational development, technical support, customer success, technical writer, video production, etc...). In general, I've been there...done that...have the t-shirt or rather I have an entire closet of those t-shirts.

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James-Preseem on August 19, 2020
Prevent previously closed tickets from reopening.
I have customers who have a habit of replying to an old email related to a previously closed ticket as a means to initiate a new ticket. As you can imagine this automatically reopens the old ticket and appends the details of a completely unrelate read more
Reply Idea Conversations Reporting Tickets
240 upvotes
79 Replies
James-Preseem
Contributor
August 28, 2024
Hi Rod, The workflow options have improved from when I originally wrote this post. That said, I agree that the workflow you provided does the t...read more
James-Preseem on August 19, 2020
Prevent previously closed tickets from reopening.
I have customers who have a habit of replying to an old email related to a previously closed ticket as a means to initiate a new ticket. As you can imagine this automatically reopens the old ticket and appends the details of a completely unrelate read more
Reply Idea Conversations Reporting Tickets
240 upvotes
79 Replies
James-Preseem
Contributor
August 28, 2024
Hi Rod, The workflow options have improved from when I originally wrote this post. That said, I agree that the workflow you provided does the t...read more
James-Preseem on August 19, 2020
Prevent previously closed tickets from reopening.
I have customers who have a habit of replying to an old email related to a previously closed ticket as a means to initiate a new ticket. As you can imagine this automatically reopens the old ticket and appends the details of a completely unrelate read more
Reply Idea Conversations Reporting Tickets
240 upvotes
79 Replies
James-Preseem
Contributor
August 28, 2024
Hi Rod, The workflow options have improved from when I originally wrote this post. That said, I agree that the workflow you provided does the t...read more
Solved
RichardG on April 30, 2019
Tickets Displaying Other Ticket emails
Hi there I was hoping someone could help me. We create multiple tickets for certain companies and individuals and being able to see all of these from the contact screen is very helpful. However, we do not want to see emails, notes and other detail read more
Reply Discussion Tickets
0 upvote
14 Replies
James-Preseem
Contributor
March 19, 2024
With respect to that setting.... Settings - Data management - Objects - Activities - email log & track.... [image: image.png]
Solved
RichardG on April 30, 2019
Tickets Displaying Other Ticket emails
Hi there I was hoping someone could help me. We create multiple tickets for certain companies and individuals and being able to see all of these from the contact screen is very helpful. However, we do not want to see emails, notes and other detail read more
Reply Discussion Tickets
0 upvote
14 Replies
James-Preseem
Contributor
March 19, 2024
With respect to that setting.... Settings - Data management - Objects - Activities - email log & track.... [image: image.png]
James-Preseem on August 19, 2020
Prevent previously closed tickets from reopening.
I have customers who have a habit of replying to an old email related to a previously closed ticket as a means to initiate a new ticket. As you can imagine this automatically reopens the old ticket and appends the details of a completely unrelate read more
Reply Idea Conversations Reporting Tickets
240 upvotes
79 Replies
James-Preseem
Contributor
August 28, 2024
Hi Rod, The workflow options have improved from when I originally wrote this post. That said, I agree that the workflow you provided does the t...read more
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