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MWolfe2
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Michelle Wolfe

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MWolfe2 on October 09, 2024
Custom SLA Configuration
I'm struggling to create custom SLA's. The default SLA's track "time to respond". This is not always relevant. For example - We receive AWS automated alerts into our ticketing system. We don't respond to those - they are no-reply notices. What read more
Reply Discussion Tickets
0 upvote
1 Reply
Solved
MWolfe2 on June 18, 2024
Service Hub / Help Desk Reporting
I'm desperate for help to create a custom report that will show me how much time I'm spending (by company) on service tickets. I "think" the way to break it down would be: By Customer By Ticket (total time to close) and if that could break dow read more
Reply Discussion Enterprise
0 upvote
2 Replies
MWolfe2
Member
June 18, 2024
The following report seems close to what I'm looking for - I just can't figure out how to incorporate the BY COMPANY element in the report. Also - t...read more
Solved
MWolfe2 on June 18, 2024
Service Hub / Help Desk Reporting
I'm desperate for help to create a custom report that will show me how much time I'm spending (by company) on service tickets. I "think" the way to break it down would be: By Customer By Ticket (total time to close) and if that could break dow read more
Reply Discussion Enterprise
0 upvote
2 Replies
MWolfe2
Member
June 18, 2024
The following report seems close to what I'm looking for - I just can't figure out how to incorporate the BY COMPANY element in the report. Also - t...read more
Solved
MWolfe2 on January 29, 2024
Ticket workflow to email contact when ticket is closed
I'm looking for guidance or even better would be an example of how to build a workflow that will email the ticket contact when their ticket is closed. Ideally I would like the email communication to list the resolution to their ticket - but I am read more
Reply Discussion Professional
1 upvote
1 Reply
Solved
MWolfe2 on January 29, 2024
New Feature - Help Desk
Logged in this morning to see there is a new feature available called Help Desk? I don't recall seeing any communication explaining this new feature rolling out? How is this different from Service/Tickets? I had my channel connected to Service/Ti read more
Reply Discussion Professional
1 upvote
4 Replies
MWolfe2
Member
January 29, 2024
Thank you for the link. Very helpful. Do you know if the intent is for Help Desk to replace Service / Tickets?
Solved
MWolfe2 on January 29, 2024
New Feature - Help Desk
Logged in this morning to see there is a new feature available called Help Desk? I don't recall seeing any communication explaining this new feature rolling out? How is this different from Service/Tickets? I had my channel connected to Service/Ti read more
Reply Discussion Professional
1 upvote
4 Replies
MWolfe2
Member
January 29, 2024
Thank you for the link. Very helpful. Do you know if the intent is for Help Desk to replace Service / Tickets?
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