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Cory LaPlante

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Activity overview

Latest activity by Cory LaPlante
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    Cory LaPlante created a post,

    Dynamic agent signature

    We have agents who function in multiple roles, with that role changing depending on the ticket group that a client belongs to. We have explored ways to dynamically change agent signature, but none ...

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    Cory LaPlante commented,

    Jessie, I have looked into the Mail API, but our agents aren't manually forwarding any email to Zendesk, it's happening via a Gmail filter.  In fact, they don't even see emails from outside our dom...

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    Cory LaPlante commented,

    We currently have all of our individual agent's G Suite email addresses forwarding to a "team" Google Group email address (with some filters on the gmail side that allow us to use those email addre...

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    Cory LaPlante commented,

    Our team all loves this extension as well, and have been asking all morning what we can do to fix it. Dominic, we all need your help!

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    Cory LaPlante commented,

    Heather, Below is a link to an article written by Wrike that walks you step by step through the process of creating a Zendesk trigger that runs on a unique tag to push a ticket into Wrike as a task...

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    Cory LaPlante commented,

    Zendesk, if there's not a way to manipulate the CC notification with triggers or automations, is there a way to create a tag based on the CC field?  It would be an inelegant workaround, but if a ta...

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    Cory LaPlante commented,

    Andrew, I (and I suspect a long line of others) am with you on the CC issue in general. I get the idea that it's an actual carbon copy in Zendesk. Like it or not, CC carries a different meaning to ...

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    Cory LaPlante commented,

    Andrew, this is tremendous!  We had set up a similar dropdown and automation sequence for bringing tickets back to open from pending after various lengths of time, but hadn't considered using it fo...

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    Cory LaPlante commented,

    Thanks Jessie!  That definitely works, but raises another couple questions.  Is there a way to see that direct number when I'm transferring a call?  For example, if I'm transferring to an agent nam...

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    Cory LaPlante created a post,

    Talk transfer to voicemail

    When transferring a call to another agent, we were surprised to discover that, if the agent does not pick up, the voicemail recording that triggers belongs to the person transferring the call, not ...