Allowing your Agents to edit a Custom Issue Field grants them the ability to update the label, field placeholder, and values for a Custom Issue Field. You and your team will be able to tell which Cu...

You can edit Custom Issue Fields from the Custom Issue Fields page. To get there, navigate to Settings > Workflows > Custom Issue Fields. On this page, click the gear icon to the right of the Cu...

To edit or remove an existing Smart View, navigate to the Issues page, click the title of the Smart View you wish to edit or remove as listed under the ‘My Smart Views’ header, then click ...

1. Navigate to Settings > Organization > Permissions. 2. Under the ‘Agent Permissions’ and ‘Supervisor Permissions’ areas, toggle the ‘Can edit FAQs?’ and &#...

We currently do not offer the ability to edit tags. The easiest way to replace an existing tag is: 1. Create your new Tag 2. Create a Smart View, OR use Advanced Search, to identify all Issues using t...

The first step to bulk updating your FAQs is to export the ones you’d like to update as a CSV or HTML file. To learn how, see How Do I Export FAQs? As a note, you cannot use CSV/HTML to create F...