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Odd Read By Time Stamps

It has been brought to my attention that there is an odd date and time read by time stamp on a ticket by 2 people we KNOW are off. We checked the sign in logs and there was no sign ins made by these people either. Can send a screen shot if helpf...
2 Answers
Mathew Chandler Last activity on 2/27/2023 3:22:59 PM by Mathew Chandler

Staff showing up in viewed list in tickets although they were not logged in

We have a staff person who has shown up in the Read By list in the ticket about three times when he was not even logged in. The attached is the ticket and the staff member is highlighted. Anything we can do to prevent this?
1 Answer
Jayne Dissette Last activity on 10/31/2022 10:11:52 AM by Mark Sayers

What does the article reporting attribute "Read By" actually count?

Tried to find some info in KB and questions but couldn't. If already asked/answered I apologize.
Wondering specifically what does the "Read By" attribute measure for KB articles. Is it number of authenticated users that viewed the article? ...
1 Answer
Bill Harlan Last activity on 8/18/2022 10:09:45 AM by Mark Sayers

Read By Email

Does it count you as reading the ticket if you read the ticket via your email and do not click on the ticket link within the email? this question was raised during our 6 month review of TDX this week.

Vanessa Maulden
3 Answers
Vanessa Maulden Last activity on 7/27/2018 1:59:13 PM by Mark Sayers

Can profile lookups be disabled or Phone & Email be hidden on profile in Client Portal?

Is there a way to keep phone & email address information from displaying in the Client Portal when a profile is viewed from a ticket? OR to have the links on Reviewer, Created, Last Modified By, Person updating the feed, etc, be not clickabl...
2 Answers
David Durling Last activity on 2/7/2018 12:02:48 PM by David Durling