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Marc Dufour

Joined Apr 15, 2021

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Last activity Aug 21, 2024

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ACTIVITY OVERVIEW

Latest activity by Marc Dufour

Marc Dufour commented,

Community comment Feedback - Voice (Talk)

Wow, only 12 years to only have it pushed to next year?

The previous Desk software we used had this built in. Speaker, Mic, Headset all able to set with different audio/mic choices.

 

Please make a push for this. It's REALLY important. So many missed calls.

View comment · Posted Aug 21, 2024 · Marc Dufour

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Marc Dufour commented,

Community comment Q&A - Tickets and email

Tested and I see you can simply add text after or before the other text and it will add it to your email.

 

Example, 

 

results in 

Marc Dufour
xxxx Customer Support
OOO Aug 23-25
Support: NA: phonenumbers
Online Support: URL

 

View comment · Posted Aug 21, 2023 · Marc Dufour

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Marc Dufour commented,

Community comment Q&A - Tickets and email

Thank you Jahn, we already are using a default signature in that field. 

 

How do you append to this on a per-agent basis?

 

View comment · Posted Aug 21, 2023 · Marc Dufour

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Marc Dufour created a post,

Post Q&A - Tickets and email

We are using the default signature across all of our agents but we'd like to be able to add a line below that, for example, when we have future out-of-office dates.

 

Is this possible, on a agent by agent basis? Allow each agent to add a signature line?

Posted Aug 09, 2023 · Marc Dufour

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Marc Dufour commented,

Community comment Q&A - Tickets and email

We used to use this in our last support application a lot.

Move to Zendesk feels like a step backwards in some respects. This is an important feature and should be considered a priority. Zendesk should know how often people use the same ticket over and over to create new issues.

 

View comment · Posted Jun 14, 2023 · Marc Dufour

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Marc Dufour commented,

Community comment Feedback - Ticketing system (Support)

I agree with Ethan Martin

There should be a short delay before any triggers are activated. Similar to what is done in online Outlook. You get a delay of 5 seconds to allow you to back out of the send. Making this an option that is configurable would be ideal.

Dan Borrego

View comment · Posted Apr 11, 2022 · Marc Dufour

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Marc Dufour commented,

CommentWorkflow best practices and recipes

I found a deficiency in the first bump logic.

Lets say the first bump is a 3 day kick off.

If I reply to a ticket that was pending with an update, not asking for any input from the customer, and the following 48 hours I ask for an update from the customer, the bump will execute. Even though my last request was a request to update only 24 hours prior.

I'm not sure how to adjust it, One would need to manually remove the tag, save, re-add the tag to reset the counter, I guess. 

I'm using the opt-in method

View comment · Posted Jan 27, 2022 · Marc Dufour

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Marc Dufour commented,

CommentWorkflow best practices and recipes

Note that the last step to clean up also works to remove any bump tags on tickets that are replied to by the client. The ticket is set to "open" which triggers the the clock reset with it being an Update,  and it will get a new set of bumps as all tags are removed.

This seems to work well.

View comment · Posted Jan 22, 2022 · Marc Dufour

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Marc Dufour commented,

CommentWorkflow best practices and recipes

@...

Thanks for the suggestions. I'm doing something similar. I'm adding a don't bump tag to the tickets, but your suggestion makes so much more sense! I'll work on that change now.

Of course one thing I noticed is when i started this off on a ticket that was already x hours old, it could potentially kick off all 3 automations at the same time! So the key to that is to update the ticket first, then activate, 

Does adding a tag count as an update?

View comment · Posted Jan 21, 2022 · Marc Dufour

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Marc Dufour commented,

CommentWorkflow best practices and recipes

Also Andrea above never got a reply. I'm trying to implement the first bump and getting this error. The only difference that I made was that the ticket needs to be assigned to me so I can do some testing.

Automation could not be created as:

  • An automation that runs multiple times per ticket is not allowed. Use a time-based condition that is true only once (Hours since created is 24), or add an action that nullifies the condition. For example, a Priority is High condition paired with an action that sets the Priority to UrgentLearn more

EDIT: In case someone else has this, don't forget the "add tag" activity at the bottom of the email section. 

:)

View comment · Edited Jan 19, 2022 · Marc Dufour

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