Jean-Charles Pascale
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Total activity46
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Last activity
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Activity overview
Latest activity by Jean-Charles Pascale-
Jean-Charles Pascale commented,
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 commented,
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 commented,
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 commented,
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 commented,
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 commented,
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 commented,
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 commented,
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 commented,
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 commented,
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...