Salim Cheurfi

1. Guide
2. ...
3. Working with knowledge base content
4. How do I attach a PDF file to an article?

Hi Perrana,  At the moment unfortunately we cannot add directly a description and a title to the file in the article settings, but it's a great idea for a feature request, I will suggest posting it...

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• Salim Cheurfi
• Created September 23, 2022 14:23
• 0 votes

1. Support
2. ...
3. Rapports et performances
4. Activation et utilisation de la satisfaction client (CSAT)

Bonjour Denis,  Malheureusement pour l'instant la personnalisation de l'enquête de satisfaction pour le canal Messagerie a les limitations suivantes :  Le texte de la question n’est pas configurabl...

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• Salim Cheurfi
• Created September 20, 2022 09:12
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Roles where the agent can only see tickets within their groups but also can't be granted access to tickets

Hi Matthew,  The only solution would be to allow these cross-group agent to see any tickets without adding them to these groups, it will prevent any notification.  You can create a custom role for ...

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• Salim Cheurfi
• Created September 02, 2022 14:36
• 0 votes

1. Guide
2. ...
3. Working with articles in the knowledge base
4. Setting agent editing and publishing permissions on knowledge base articles

Hi William, It is possible to do so by setting different editor and publisher permissions, basically the editors will be able to edit and create articles but publishers only will be able to publish...

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• Salim Cheurfi
• Created September 02, 2022 14:23
• 0 votes

1. Support
2. ...
3. Agent guide for Support
4. Viewing the HTML and original source for incoming tickets

Hi Chris,  By default, Zendesk uses the HTML part of the inbound email to create tickets and comments. This means that any rich content in emails should be retained and displayed in tickets. I will...

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• Salim Cheurfi
• Created September 02, 2022 13:27
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Explore: Ticket resolution time without time between solved and closed

Hi Sara,  An easy way to calculate that is to use the Ticket Updates dataset instead of the Support Ticket Default. You can then compare the time from when the ticket was created to when the status...

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• Salim Cheurfi
• Created August 16, 2022 13:24
• 0 votes

1. Guide
2. ...
3. Utilisation des articles de la base de connaissances
4. Configuration des permissions de consultation avec les segments d’utilisateurs

Bonjour Raphael,  Merci pour votre contribution,  Comme vous l'avez souligné, cela dépend des droits des agents sur guide, mais les agents lights sont par défaut considérés comme des agents guides,...

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• Salim Cheurfi
• Created August 15, 2022 12:07
• 0 votes

1. Support
2. ...
3. Extending Zendesk Support
4. Setting up the Time Tracking app

Hi, The agent time entered can be edited by the agent when the time is submitted, after this step you can as well edit the time by submitting negative time updates to a ticket via the Time Tracking...

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• Salim Cheurfi
• Edited August 15, 2022 11:02
• 0 votes

1. Support
2. ...
3. Agent guide for Support
4. Working with problem and incident tickets

Hi Sy,  I created a ticket on your behalf, we will get in touch via email.  Best, 

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• Salim Cheurfi
• Created August 15, 2022 08:54
• 0 votes

1. Admin Center
2. ...
3. Managing global security and user access
4. Managing security settings in Admin Center

HI Atul,  IP restrictions apply to third party integration and JWT login, be sure to include all external IPs that need access to your account, more information in our documentation Restricting acc...

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• Salim Cheurfi
• Created August 12, 2022 10:49
• 0 votes