Joe
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Recent activity by Joe-
Hi, Some of the tickets we receive may need 3 of our support groups to answer the query. I need all 3 groups to be working sometimes on the same ticket. What is the best way to get around this? Th...
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Hi, I want to include an image in my auto response but cannot seem to make it work ? For my macro responses I just dragged and dropped the image but this not work under triggers ?
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Hi, When mapped where should I see the information from Salesforce on Zendesk ? I note that is says "You can't map a Salesforce field to a custom user field or a custom organization field for recor...
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Hi, I am looking for a report which shows the full flow of the customer and when they choose not to connect to an agent I want to see where they press "Yes" this helped ? Joe
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Hi, I am trying to create this view but I think the above work around may now be out of date. Could someone confirm the step by step please. Thanks Joe
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Hi, I have set up a new Department (Group) but when I want to include it under department selections on the front end of the website, it is not displaying ?
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Thank You Gab, if I want it to only calculate inside business hours not calendar hours what would I need to include in the formula ? Joe
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Hi, We use the assign function to distribute tickets. I want to be able to measure our agents first reply time from when we assign the ticket to them rather than when the ticket was first created....
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Thank you Kristain, that worked well. Joe
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Hi, is it possible to set up a trigger when an agent marks themselves as out of office, all of their current, pending on hold and open tickets are assigned to a selected agent. We have a system in ...