Jean-Charles Pascale

1. Community
2. Zendesk Explore EAP - Agent status historical reporting
3. Zendesk Explore "Tickets Created" and "Tickets Solved" numbers are not correct

Hi Nanai,There can be discrepancies due to how some events happening to tickets can be handled differently in both products. This mainly happens when deleting, marking as spam, merging, re-opening ...

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• Jean-Charles Pascale
• Erstellt 2. Mai 2023 09:35
• 0 Stimmen

1. Support
2. ...
3. Attachments and CCs
4. Can I report on skipped tickets in Guided mode?

Hi Eune,The only way I can think of would be to use the Ticket Skips API to fetch the tickets skipped for specific agents, and display them either in a Sidebar App in Zendesk, or outside of Zendesk...

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• Jean-Charles Pascale
• Erstellt 8. März 2022 15:07
• 0 Stimmen

1. Support
2. ...
3. Attachments and CCs
4. Can I report on skipped tickets in Guided mode?

Hi Eune, According to my tests, it seems like this is only available to Administrators and the agents themselves. However, the Team Lead was not able to see the tab. -JC  

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• Jean-Charles Pascale
• Erstellt 7. März 2022 14:45
• 0 Stimmen

1. Support
2. ...
3. Attachments and CCs
4. Can I report on skipped tickets in Guided mode?

Hi Eune, The playlist will not have any limit based on time for the results it displays. However, since this is fetching the skips from our API, Archived tickets will not be included.I hope this cl...

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• Jean-Charles Pascale
• Erstellt 3. März 2022 12:12
• 0 Stimmen

1. Apps and integrations
2. ...
3. Using Built by Zendesk apps
4. Installing and using the Ticket Field Manager app

Hi William, If I understand correctly, you have a field that is hidden for light agents, but that is also set as "mandatory" for your agents to fill in, therefore preventing your light agents from ...

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• Jean-Charles Pascale
• Erstellt 28. Februar 2022 15:28
• 0 Stimmen

1. Guide
2. ...
3. How to manage the help center
4. Can I restrict access to articles?

Hi Mohit, Indeed, at the moment, to display an article to the end user using the Flow Builder, the article cannot be restricted to signed-in users.As per a restriction on articles by still keeping ...

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• Jean-Charles Pascale
• Erstellt 31. Dezember 2021 14:13
• 0 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. Bug - When using org fields to create a ticket subject, the placeholders show up

Hi Louis, If you simply set a macro to set the title, then it should work immediately in the ticket indeed. I attempted with a macro that sets the subject to {{ticket.title}} [{{ticket.organization...

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• Jean-Charles Pascale
• Erstellt 10. November 2021 14:53
• 0 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. Bug - When using org fields to create a ticket subject, the placeholders show up

Hi Louis, When doing a similar test via APi, indeed, the placeholders are not replaced. Like I mentioned, even though in the API call you set the fields to a specific value, when the ticket creatio...

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• Jean-Charles Pascale
• Erstellt 5. November 2021 15:53
• 0 Stimmen

1. Bots and automation
2. Zendesk bot documentation
3. Improving your Article Recommendations suggest rate

Hi Karolina, Could you make sure that you do not have restrictions on labels in the triggers for your Answer Bot, as this could explain why Anser Bot suggests a limited subset of articles?If you em...

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• Jean-Charles Pascale
• Erstellt 3. November 2021 12:01
• 0 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. Bug - When using org fields to create a ticket subject, the placeholders show up

Hi Louis, If I understand correctly, the correct data is populated on the second submission of the subject of the ticket.If so, this is an expected behavior. Indeed, at ticket creation time, the or...

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• Jean-Charles Pascale
• Erstellt 3. November 2021 11:38
• 0 Stimmen