Show all tickets in Chat option plus Excluded Board & Source

Updated by Tmack

Show all tickets in Chat (formerly "Proactive Messages") option

  • IMPORTANT: Applies to all tickets created in PSA
  • IMPORTANT: These options can be overwritten on client company settings level

Existing tickets: option is enabled

Existing tickets: option is disabled

New tickets: option is enabled

New tickets: option is disabled

Messenger (list)

will be visible

will not be visible

will be visible

will not be visible

Teams Support Tab (Messenger list)

will be visible

will not be visible

will be visible

will not be visible

Teams Chat Tab

will arrive on update

will continue to be visible

will be visible

will not be visible

Teams Group Chats

will arrive on update

will continue to be visible

will be visible

will not be visible

Slack Home Tab (list)

will be visible

will not be visible

will be visible

will not be visible

Slack Message Tab

will arrive on update

will continue to be visible

will be visible

will not be visible

Excluded specific Boards/Queues or Exclude specific sources options

  • IMPORTANT: Applies to all tickets
  • IMPORTANT: These options can be overwritten on client company settings level

Existing tickets: if ticket did not match then excluded board (queue) or source is changed and now matches

Existing tickets: if ticket did match then excluded board (queue) or source is changed and now does not match

New tickets: tickets do not match any of excluded boards (queues) or sources

New tickets: tickets match one of excluded boards (queues) or sources

Existing tickets: if ticket did not match then board (queue) or source is changed on the ticket and now matches

Existing tickets: if ticket did match then board (queue) or source is changed on the ticket and now does not match

Messenger (list)

will not be visible

will be visible

will be visible

will not be visible

will not be visible

will be visible

Teams Support Tab (Messenger list)

will not be visible

will be visible

will be visible

will not be visible

will not be visible

will be visible

Teams Chat Tab

will continue to be visible

will arrive on update

will be visible

will not be visible

will continue to be visible

will arrive on update

Teams Group Chats

will continue to be visible

will arrive on update

will be visible

will not be visible

will continue to be visible

will arrive on update

Slack Home Tab (list)

will not be visible

will be visible

will be visible

will not be visible

will not be visible

will be visible

Slack Message Tab

will continue to be visible

will arrive on update

will be visible

will not be visible

will continue to be visible

will arrive on update


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