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Denis Menard

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Activity overview

Latest activity by Denis Menard
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    Denis Menard created a post,

    Global View on Final User Fields

    Answered

    Hello,   Is it possible to display into Agents view all fields with all user custom fields? IE : My agents need to have some informations from users to answer tickets. This information are set in u...

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    Denis Menard commented,

    Hello,   The 2 options can be interesting : Zendesk connect to my own Outlook calendars to get my OOO, vacations, free Days... Can be a good thing to know who is available. Zendesk link to calendar...

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    Denis Menard commented,

    Hello,   Thanks for your update. In a few words, on some projects our agents can be awarded in function of the time they spent answering to each mails. So we want to avoid that agents choose simple...

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    Denis Menard commented,

    Hello,   Yes, it can be a great option. Our need is to pur in Zendesk closed days, national days for 15/20 countries. It's quite long If I can connect ZD to O365 or upload closed days with a csv. I...

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    Denis Menard commented,

    Sorry. So my question was : - The agent put the answer using a macro in Public Comment. - The Agent then put the Macro #1 - He puts the ticket as opened. But for me, by default the public comment w...

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    Denis Menard commented,

    Hello,  Thanks for quick answer. I'm not sure to understand the process or I miss a thing. - My agent answer a ticket :      

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    Denis Menard created a post,

    Free / Close/ Vacation days

    Hello, Is it possible to upload free days from another calendar (in csv, from outlook...)? As we do have 30 ZD instance, maintain Free days per country is quite time consuming. Thanks,   

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    Denis Menard created a post,

    Put back forbidden, or hostorized

    Hello,   We need to ban possibility for agents to read a mail without doing any actions. In fact, we have detected that some agents "choose" always the simplest ticketand not answer complex tickets...

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    Denis Menard created a post,

    Validation Workflow

    Hello,   Is it possible to create in ZD a validation Workflow? In fact, as we have some junior Agents, we want that an expert check their answer in Zendesk, before answer is sent to customer. An ex...