Marc Dufour (Groan)
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Total activity21
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Last activity
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Activity overview
Latest activity by Marc Dufour (Groan)-
Marc Dufour (Groan) commented,
Thanks again, That might work. I'll play with that now and report back!
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Marc Dufour (Groan) commented,
Thank you Jonathan for your reply. It is potentially possible a ticket could go unassigned for that long. I do see how tags could potentially be used. I could set an "Assigned" tag. If that Assigne...
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Marc Dufour (Groan) created a post,
View that provides new tickets as well as new responses to assigned tickets
We would like a view that shows both NEW, unassigned tickets AND tickets that have been responded to in the last 48 hours that are assigned to an agent, in an OPEN status. We are trying to get arou...
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Marc Dufour (Groan) created a post,
See more of the ticket before opening it
Is there any way to increase the number of lines in the hover preview?
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Marc Dufour (Groan) commented,
The Forwarding does not seem to work. I am an Admin in Zendesk. I have it enabled, When an email arrives from anyone in my Outlook I click Forward. I add #requester email@address.com as the top re...
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Marc Dufour (Groan) commented,
Those are great ideas, but only having the Professional subscription level, I don't think I can create that detailed a schedule. It appears I only have daily business hours, unless I'm missing some...
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Marc Dufour (Groan) commented,
Thanks Brett. I'm not actually using the out of office app. Just triggers that let the other members know that a reply came in for this out of office person.
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Marc Dufour (Groan) created a post,
Time-based triggers?
We have a couple of agents who work outside of our core hours (night shift). I have Out of Office triggers created that we manually activate when an agent is away on holiday, sick, or otherwise out...
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Marc Dufour (Groan) commented,
I think I got it. Add a tag to the ticket like "silent_close" Adjust the Notification trigger so that the Tag [does not contain] "silent_close" If it does, do not send notification.
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Marc Dufour (Groan) created a post,
How to "solve" a ticket without sending out a notification to customer?
AnsweredI'm trying to set up a macro or trigger to be able to close a ticket without sending out a notification. I can't quite figure out how this is done. If we get emails that open a ticket that is eithe...