A.J. Bouchard
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Activity overview
Latest activity by A.J. Bouchard-
A.J. Bouchard commented,
@Robert - Thank you for your transparent response. To piggyback on this discussion, I wanted to say that I see this new "Away" state as an opportunity in the future to have the Chat produ...
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A.J. Bouchard commented,
I would like to know more details about the Change Owner feature. Are there safeguards around this? It would be ideal to have a notification go to the current account owner who would then approve t...
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A.J. Bouchard commented,
@Andrew Mills - Yes, you're correct - we were hoping to use CW to control macros based on group of ticket, which we can now do - success! However, the problem is the way the macros are displayed in...
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A.J. Bouchard created a post,
Contextual Workspaces - Relevent macros list removes organized hierarchy
Because our support teams have a lot of macros, agents utilize the feature of macro sub-categories to keep their macros organized into hierarchies that they can drill into. For example, Billing::Me...
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A.J. Bouchard commented,
Building on Krista's question from above. We would like to take the "Ready for Review" articles and assign them to a specific *group* of reviewers and then anyone in that group can then a...
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A.J. Bouchard created a post,
More granular settings for "Agent comments via email are public by default" setting
Currently, the "Agent comments via email are public by default" option (Admin>Tickets>Comments) is a global setting that affects the entire instance. It's either toggled on or off. ...
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A.J. Bouchard commented,
I have been following the discussion in these comments about the From: email address being more appropriate to the ticket, rather than a zendesk.com email address. Another aspect I'd like to bring...