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Debora Olivier

Joined Aug 03, 2022

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Last activity Oct 06, 2022

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Latest activity by Debora Olivier

Debora Olivier commented,

CommentEnd users and organizations

Hi, I am trying to set up Zendesk, but having a hard time getting an overview picture of the organisation of the software (and the multiplication of articles and link to articles doesn't help).

- is there a schematic of the steps by step setup:
- Is there a schematic that represents groups, organizations agents etc somewhere?

We are providing support both internally (sales team, R&D team etc) and externally on multiple topics (hardware, software, consumables, consulting etc). Some of the customers have service agreemetns at different levels; we also deal with distributors ...

My reading of this is that the base level is the organisation:

- Service level: eg warranty, SL1, SL2, SL3 (with different rates of response)
- internal requests
- distributor requests

and then within those organisations, have groups
- consumables
- hardware
-software
- feature requests etc

thanks in advance

View comment · Posted Aug 03, 2022 · Debora Olivier

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