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MW_Brandi
MW_Brandi
Employee
September 21, 2023
2. On Roadmap

Allow ticket interception message to be customized

  • September 21, 2023
  • 4 replies
  • 50 views

Allow customization of the message to the user when ticket interception happens.  The message is currently very IT focused and it would be helpful to allow customization to reflect other domains enabled.

    4 replies

    ajhunjhunwala
    Community Manager
    October 9, 2023
    1. New→2. On Roadmap
      ajhunjhunwala
      Community Manager
      October 9, 2023

      SF Channel rsolver request - Eng team is working on it

        Chad Tardif
        Participating Frequently
        April 18, 2024

        @ajhunjhunwala is there an update for this? I like the idea and checked MW Setup but not seeing an option for this yet.

        ​@kkimathi 

          HectorFontanez
          HectorFontanez
          New Participant
          April 18, 2025

          YES!

          Specifically we’d like to see the update look more like this:
          Ticket status update
          Status: The update stay on the same line to conserve space.
          Remove Last Activity: Unnecessary as Slack timestamps the message.
          Remove Opened by, Requested for & Created at: Unnecessary information.
          (BUTTONS)
          (Add comments / attachments) = Until we can get this experience within Slack, this should go to the {custom URL} same URL as the ticket# at the top.
          ​​​​​​Rename (Close Issue) to (Accept Solution)
          Currently this action places the ticket into the Resolved status, we’d like tickets placed directly to Closed.

          These are our recommendations, but the main ask is to have all of these fields & buttons customizable. 

          Thanks,
          Hector

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