Thomas D'Hoe

1. Community
2. Zendesk Suite Q&A
3. Sending "Mandatory to acknowledge" process updates and announcements

@... The notify app of @... should do the trick. They have a broadcast messaging functionality where agents need to acknowledge the message. For now, it's not on their website yet (it's brand new) ...

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• Thomas D'Hoe
• Created September 21, 2021 20:23
• 1 vote

1. Community
2. Zendesk Suite Q&A
3. Setting up reminders for contractual date

Hi @..., It's not possible the way how you see it. You always need to have an existing ticket to trigger something in Zendesk. So you can't add an end-user date field and build an automation to sen...

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• Thomas D'Hoe
• Created September 07, 2021 11:36
• 1 vote

1. Bots and automation
2. Custom bots and bot building documentation
3. Understanding answer step types

Hi, It seems like there is a conflict between adding a "business hours" condition and the "continuous conversation" setting. In our account we have both (see screenshot widget):  - a business hours...

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• Thomas D'Hoe
• Created September 08, 2021 20:19
• 1 vote

1. Messaging
2. ...
3. Zendesk messaging
4. About messaging

Hi, is this only available for public helpcenters? Or also for redtricted helpcenters?

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• Thomas D'Hoe
• Created February 05, 2021 06:42
• 0 votes

1. Account
2. ...
3. How to fix access issues
4. I can't access the sandbox

@... You can create canned data via this web tool: https://www.mockaroo.com/.  Once you have your canned data you can bulk import it via bulk importer or API?  I hope this helps :-) 

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• Thomas D'Hoe
• Created September 21, 2021 20:03
• 1 vote

1. Support
2. ...
3. Measuring success
4. Defining OLA policies using internal SLAs and child ticket side conversations

Is there also a way to report on these OLA's in Explore? 

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• Thomas D'Hoe
• Created August 02, 2021 20:53
• 1 vote

1. Community
2. Zendesk Explore EAP - Agent status historical reporting
3. Documentation: Analyzing agent state and activities

Hi, When will this be available? 

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• Thomas D'Hoe
• Created May 18, 2023 08:48
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Agent status: out of office with omnichannel

Hi Barry, Thanks for letting me know. Looking forward to this.  One thing I would add here, I wouldn't do it based on the offline status (only), but make it possible to do it on a custom agent stat...

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• Thomas D'Hoe
• Created May 18, 2023 06:28
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Inactive message scenarios for assignment and capacity rules

Hi Barry, yes we would like to

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• Thomas D'Hoe
• Created May 18, 2023 06:21
• 0 votes

1. Support
2. ...
3. Account settings of the ticketing system
4. Agent's statuses are changing to online when enabling omnichannel routing

Hi, In your resolution step , the second bullet point > an admin can manually set all agent statuses to offline. How do you do that? Because for so far I know, this is not possible in Zendesk. Thomas

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• Thomas D'Hoe
• Created May 09, 2023 07:36
• 0 votes