ewhitlow
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Issue with time discrepancy in Helpdesk
An agent has recently pointed out that when the ticket gets updated it will state for example "updated this ticket on Jun 04, 2024 - 1:51pm" when the last update from the agent was 6/3/24 - 2:52pm. It's waiting an entire day before giving the message that the ticket has been updated. This was just brought to my attention yesterday and was seeking advice on getting this issue resolved/ bringing attention to it.513Views0likes6CommentsHelpDesk New Ticket Creation instead of replying to existing ticket
One of my agents has just ran across an issue that doesn't happen all the time but when he replied to a ticket update email, it created a new ticket instead of adding a comment to the existing ticket. He had to go inside of the portal and respond so it wouldn't keep creating new tickets. This doesn't happen with any other tickets and I'm not sure what's different about the one in question.108Views0likes0CommentsSpell Check Integration
Our agents have been recommending the use of a spell check feature being integrated into GoToResolve Helpdesk. They are used to having this when sending emails, but when we swapped to the helpdesk function it is not available. If it would be possible to be added as a feature request, that could be very helpful.