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Renaud Croix
Joined Oct 16, 2021
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Last activity Jun 21, 2024
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Latest activity by Renaud Croix
Renaud Croix commented,
Thank you Dainne.
In fact, my question is about replacing the Zendesk default priorities when setting time
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View comment · Posted Jun 21, 2024 · Renaud Croix
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Renaud Croix created a post,
Hello,
I would like to have my SLA based on a customed ticket field
Example: I have a “Priority” (going from 1 to 7) ticket field, I would like to create specific SLA regarding those priority levels
How to do it ?
Kind regards
Posted Jun 21, 2024 · Renaud Croix
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Renaud Croix created a post,
Hello,
I'm trying to find a way to calculate average days that an agent has used to solve tickets that the agent has worked.
Is there any way to create this sort of report?
Thank you
Posted May 07, 2024 · Renaud Croix
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Renaud Croix created a post,
Hello,
I try to have the average time spent by ticket in hours.
At this stage, i'm using the metric “Total Time spent (sec)".
How to have the same data I obtain in hours ?
Thank you very much
Edited May 07, 2024 · Renaud Croix
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Renaud Croix created a post,
Hello,
I would like to export data from the Time Tracking app (https://www.zendesk.com/marketplace/apps/support/35111/time-tracking/?queryID=f598420b71cec082d74cb1ae33b072eb)
(cf time spent by ticket by agents)
How to process ?
Thank you
Posted Jan 11, 2024 · Renaud Croix
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Renaud Croix created a post,
Hello,
We are currently developping an app that will be integrated with our Zendesk environment (Support and Guide).
Obviously, we don't want to test it in our production environment.
What would you recommend ?
Use the sandbox environment ?
PS: we have an Entreprise Plan
Thank you in advance,
Regards
Posted Oct 16, 2023 · Renaud Croix
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Renaud Croix created a post,
Hello,
I would like to route ticket evenly among three agents.
Is there a way where Zendesk can allow that ?
Thank you
Posted Jan 30, 2023 · Renaud Croix
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Renaud Croix created a post,
Hello,
If a contact replies to an agent via forwarding a notification from Zendesk, what will happen?
Will this response create a new ticket or go into the original ticket?
Thank you very much
Posted Dec 20, 2022 · Renaud Croix
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Renaud Croix created a post,
Hello,
I would like to modify the Ticket ID format (for example: Txxx).
What's the process to follow up to do it ?
Thank you very much
Posted Aug 19, 2022 · Renaud Croix
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Renaud Croix created a post,
Hello,
I've just installer the Microsoft Outlook Add-in and I'm facing the problem that ticket are automaticcaly assigned to the default group.
Is there a way to modify that and be able to choose which group to assign ?
Thank you very much
Posted Jun 27, 2022 · Renaud Croix
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