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James Russell
Joined Apr 16, 2021
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Last activity Aug 19, 2024
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Latest activity by James Russell
James Russell commented,
Just reading thought the guide and to me it appears this would not work with Exchange Online as the connector needs to Authenticate with a username and password which exchange online does not support. I appreciate this is still working progress but was wondering how Zendesk are intending for Exchange Online customers to be able to use this functionality.
View comment · Posted Aug 19, 2024 · James Russell
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James Russell commented,
Not allowing an Admin who is unlicensed boggles my mind. As an IT admin I do not use ticketing, reports, chat or any of the features as I do not need too other teams do, however I am expected to support our teams who are not necessarily experts in looking after, SMTP, SSO, Telephony etc. I cannot have a licence as 100gbp+ for me to be able to support is not economic so a task that should only take one person some time to do ends up being a teams call and two of us working on it so changes can be made. Get asked can Zendesk to x or y I cannot answer as I cannot look and check so things always take longer to implement.
View comment · Posted Mar 31, 2023 · James Russell
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James Russell commented,
Is there a way to have a Kanban board view in Zendesk without having to add an external party? As IT Ops, Net Ops etc are becoming big I would be really surprised if this is not a common ask.
View comment · Posted Dec 21, 2021 · James Russell
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James Russell commented,
I agree that the Admin should not require an agent license too. I work as part of the Infrastructure team, I do not use zendesk day to day, I do not run reports, I do not look at tickets I simply need access to the Admin Interface. Currently I have to wait for one of the admins to be available to then run a remote support session with them to be able to resolve issues or configuration changes. It slows things down for us. We are only a small business and cannot justify having the extra cost to licence admins. We would ideally also use the Super Admin account as a Break Glass account as we are using SSO and that this account is not used in daily use but again we cannot do this.
View comment · Posted Aug 13, 2020 · James Russell
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James Russell commented,
@... we had the same issue and followed these steps in Exchange online to solve it. https://docs.microsoft.com/en-us/microsoft-365/security/office-365-security/create-safe-sender-lists-in-office-365?view=o365-worldwide#recommended-use-mail-flow-rules. This is dependent on you having a DMARC policy published for your domain as this is used to ensure the email is valid.
View comment · Posted Jul 17, 2020 · James Russell
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