Subject: New comment - [#6118162] Automation
From: Freshdesk Support <[email-masked]>
To: [email-masked]
Date: Mon, 06 Apr 2020 03:51:20 +0000 (UTC)

There is a new comment in the ticket submitted by Seeta Seeta to Freshdesk   Comment added by : Saurabh Dadu    Ticket : https://support.freshdesk.com/support/tickets/6118162  Comment Content:  <div style="font-family: Calibri, Arial, Helvetica, sans-serif; font-size: 12pt; color: rgb(0, 0, 0)">
Hi Priyanka,</div>
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Thanks for getting in touch. We seem to be all sorted for now. You and your colleagues were extremely helpful. We were able to get ticket activity, and then run rules on our internal database to determine previous ticket status and assignments.</div>
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Kind regards,</div>
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<div style="font-family:Tahoma; font-size:13px">Saurabh Dadu
<div><b>LiveSalesman</b></div>
<div>India: +91 120 4332621 x 17</div>
<div>US: 1 240 949 2437</div>
<div>Cell: +91 9810175203</div>
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<div>From: Priyanka Irudhyanathan &lt;[email-masked]&gt;<br>
<b>Sent:</b> 06 April 2020 9:17 AM<br>
<b>To:</b> [email-masked] &lt;[email-masked]&gt;<br>
<b>Cc:</b> Saurabh Dadu &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: Automation
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<div dir="ltr"><span dir="ltr">Hi Seeta,</span></div>
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<span dir="ltr">I see that you have reached out to us over the Chat again with one of my colleagues.</span><br>
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<span dir="ltr">I believe that you were able to trigger the export as suggested.</span>
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<span dir="ltr">Let us know for any further concerns we would be glad to assist you.</span><br>
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<span>Check your ticket status - </span><span style="line-height:16px"><a href="https://support.freshdesk.com/support/tickets/6118162" rel="noreferrer">https://support.freshdesk.com/support/tickets/6118162</a></span>
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<div><span>Regards,</span></div>
<div>Priyanka Irudhyanathan,</div>
<div>Freshdesk Support.</div>
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<span style="background-color:rgb(248,249,250); color:rgb(32,33,36); font-family:Roboto,sans-serif; font-size:14px; white-space:pre-wrap">*My working hours are from 9</span><span style="background-color:rgb(248,249,250); color:rgb(32,33,36); font-family:Roboto,sans-serif; font-size:14px; white-space:pre-wrap">.00
 AM to 6.PM IST (Monday - Friday). </span> </div>
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<span style="color:rgb(32,33,36); font-family:Roboto,sans-serif; font-size:14px; white-space:pre-wrap; background-color:rgb(248,249,250)">Alternatively, you can contact our 24/5 support at +1 866 832 3090* </span><br>
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<blockquote class="x_freshdesk_quote">On Thu, 2 Apr at 6:22 PM <span class="x_separator">
, Freshdesk Support &lt;[email-masked]&gt; wrote:
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<div style="padding:0 5px 0 0; font-size:12px; color:#6f7071; margin-left:33px">Seeta Kunwar</div>
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<img style="width:30px; height:30px; border-radius:50% 6px 50% 50%; float:left; margin-right:3px" src="https://images.freshchat.com/30x30/fresh-chat-names/Alphabets/S.png">
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<div>Hi - Is Priyanka available</div>
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Sowmya</div>
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<div>Hi Seeta</div>
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<div>Hi Sowmya</div>
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<div style="padding:0 5px 0 0; font-size:12px; color:#6f7071; margin-left:33px">Seeta Kunwar</div>
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<img style="width:30px; height:30px; border-radius:50% 6px 50% 50%; float:left; margin-right:3px" src="https://images.freshchat.com/30x30/fresh-chat-names/Alphabets/S.png">
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<div>Is Priyanka available?</div>
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Sowmya</div>
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<div>I am afraid that the agent is unavailable at the moment. Please tell me your query so that I can help you.</div>
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<div style="color:#999999; font-size:11px; clear:right">06:03 PM, 02nd Apr</div>
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<div style="padding:0 5px 0 0; font-size:12px; color:#6f7071; margin-left:33px">Seeta Kunwar</div>
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<img style="width:30px; height:30px; border-radius:50% 6px 50% 50%; float:left; margin-right:3px" src="https://images.freshchat.com/30x30/fresh-chat-names/Alphabets/S.png">
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<div>ok - Sure - so in the morning I had disucssed with her about exporting ticket history/activity by API</div>
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Sowmya</div>
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<div>Alright.</div>
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<div style="color:#999999; font-size:11px; clear:right">06:04 PM, 02nd Apr</div>
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<div style="padding:0 5px 0 0; font-size:12px; color:#6f7071; margin-left:33px">Seeta Kunwar</div>
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<img style="width:30px; height:30px; border-radius:50% 6px 50% 50%; float:left; margin-right:3px" src="https://images.freshchat.com/30x30/fresh-chat-names/Alphabets/S.png">
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<div>she explained us to go in reports and there was option to get Ticket Activity</div>
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<div style="padding:0 5px 0 0; font-size:12px; color:#6f7071; margin-left:33px">Seeta Kunwar</div>
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<img style="width:30px; height:30px; border-radius:50% 6px 50% 50%; float:left; margin-right:3px" src="https://images.freshchat.com/30x30/fresh-chat-names/Alphabets/S.png">
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<div>when we used that API from within scheduled reports, we only get one last activity for each ticket</div>
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<div style="padding:0 5px 0 0; font-size:12px; color:#6f7071; margin-left:33px">Seeta Kunwar</div>
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<img style="width:30px; height:30px; border-radius:50% 6px 50% 50%; float:left; margin-right:3px" src="https://images.freshchat.com/30x30/fresh-chat-names/Alphabets/S.png">
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<div>not the activity history</div>
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<img style="width:30px; height:30px; border-radius:50% 6px 50% 50%; float:left; margin-right:3px" src="https://images.freshchat.com/30x30/fresh-chat-names/Alphabets/S.png">
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<div>how do we get access to activity history</div>
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Sowmya</div>
<img style="width:30px; height:30px; border-radius:6px 50% 50% 50%; margin-left:5px; float:right; clear:right" src="https://images.freshchat.com/30x30/fresh-chat-names/Alphabets/S.png">
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<div>Do you have a ticket raised for this so that I can look at the conversation ?</div>
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<div>Should be there</div>
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<div>if you look</div>
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<div>6118162</div>
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Sowmya</div>
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<div>Thank you. looking into it</div>
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Sowmya</div>
<img style="width:30px; height:30px; border-radius:6px 50% 50% 50%; margin-left:5px; float:right; clear:right" src="https://images.freshchat.com/30x30/fresh-chat-names/Alphabets/S.png">
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<div>Did you refer to this article ? <a href="https://support.freshdesk.com/support/solutions/articles/226460-export-ticket-activities/" rel="noreferrer">
https://support.freshdesk.com/support/solutions/articles/226460-export-ticket-activities/</a>
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<img style="width:30px; height:30px; border-radius:50% 6px 50% 50%; float:left; margin-right:3px" src="https://images.freshchat.com/30x30/fresh-chat-names/Alphabets/S.png">
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<div>yes</div>
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Sowmya</div>
<img style="width:30px; height:30px; border-radius:6px 50% 50% 50%; margin-left:5px; float:right; clear:right" src="https://images.freshchat.com/30x30/fresh-chat-names/Alphabets/S.png">
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<div>I believe for older ticket activities, you might have to use this as suggested in the article</div>
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<div style="padding:0 5px 0 0; font-size:12px; color:#6f7071; margin-left:33px">Seeta Kunwar</div>
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<img style="width:30px; height:30px; border-radius:50% 6px 50% 50%; float:left; margin-right:3px" src="https://images.freshchat.com/30x30/fresh-chat-names/Alphabets/S.png">
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<div>thanks let me try that again and contact you.</div>
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Sowmya</div>
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<div>Sure, I shall append the chat to the ticket. Feel free to reply in case of further concerns.</div>
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<td style="text-align:center"><span style="font-size:13px; color:#999">View conversation in
<a href="https://web.freshchat.com/a/12132818272260/open/conversation/339552395901067" rel="noreferrer" style="font-weight:500; color:#999; text-decoration:none">
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</div>

</div>
</div>
</blockquote></div>