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Christophe A.
Joined Jun 09, 2022
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Last activity Aug 25, 2023
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Latest activity by Christophe A.
Christophe A. commented,
Il n'y a pas eu de changement récent sur cette fonctionnalité mais l'accès aux tickets de l'organisation dépend à la fois de la configuration faite au niveau de l'organisation et de l'utilisateur.
Vous pouvez utiliser cet article pour comprendre quels sont les permissions accordées : Quelle est la différence entre l’accès aux tickets au niveau de l’organisation et au niveau de l’utilisateur ?
Vérifiez que l'option "Peut voir tous les tickets de cet organisation" est bien sélectionnée pour l'organisation en question :
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Et également au niveau de l'utilisateur de cette organisation :
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Si cette configuration est déjà en place et que les tickets ne sont toujours pas visibles, n'hésitez pas à ouvrir un ticket avec notre support, nous serons heureux de vous aider :-)
View comment · Posted Aug 25, 2023 · Christophe A.
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Christophe A. commented,
If your instance is configured with the standard agent interface, I'm afraid there is no option to easily insert links to the guide (except copy/paste the links).
View comment · Posted Apr 11, 2023 · Christophe A.
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Christophe A. commented,
I'm happy to read you don't have spam issues. Zendesk's antispam software undoubtedly helps with this and the verification of email addresses helps to limit spam.
It isn't currently possible to fully disable end-user verification emails, there is a workaround if your workflow includes a custom ticket submission form or a custom workflow to create end users. See more details here Can the verification emails be disabled for end users submitting tickets through my custom form?
You can also enable "Anybody can submit tickets, no registration required" (Enabling anyone to submit tickets). Users can still create accounts if they want, but registration will not be required. If they do create an account, users or admins/account owner must verify the account to be able to access it.
About the domain mapping, in most cases, emails must be verified before being automatically associated with an organization.
However, an unverified user can be mapped to an organization if their profile is created at the same time as their first ticket and the ticket is created either via email or chat.
View comment · Posted Apr 10, 2023 · Christophe A.
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Christophe A. commented,
I've just checked with the default Copenhagen theme and there is no hashtag for me.
It's probably related to your theme. I would recommend to check the CSS file on this one. You can temporarily switch to the default theme to confirm that it is related to your theme.
Movell, you can enable the article recommandations in the Classic widget (Enabling Article Recommendations in Web Widget (Classic)).
If your question is more how an agent can easily insert an article link, the best option is our Knowledge Capture app (available for Chat sessions in Agent Workspace).
Hope it helps :-)
View comment · Posted Apr 10, 2023 · Christophe A.
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Christophe A. commented,
To be notified for every comment of every ticket, the best option is to:
- Create a webhook with data you want to collect/send (you can use the placeholders reference for that)
- Create a trigger to fire your new webhook.
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If you need more information about how to connect webhooks to triggers, I recommend this article section: Connecting to triggers or automations
Hope it helps a bit :-)
View comment · Posted Apr 10, 2023 · Christophe A.
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Christophe A. commented,
Anchor links are not specific to Zendesk. This is a HTML element and it should work even if the link is outside Zendesk.
Maybe try with a different web browser. This may be due to the configuration of your browser.
View comment · Posted Apr 10, 2023 · Christophe A.
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Christophe A. created an article,
Issue symptoms
When I bulk update my tickets, I don't see all my ticket forms listed in the drop-down list.
Resolution steps
Only forms available for all brands are suggested by default when bulk updating. You can change this by selecting the Apply to all brands in the form settings.
You can also choose the specific brand within the bulk editor to display a brand-specific form.
For more information, see the article: Managing your ticket forms.
Edited Apr 25, 2023 · Christophe A.
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Christophe A. commented,
I searched on our Marketplace but I didn't find any app to do that.
The workaround to quickly move all your "Meet any of the conditions" to "Meet All of the conditions" will be to create a script using the Zendesk API:
- Collect the current configuration with the endpoint GET /api/v2/views/{view_id}
- Edit the output and move the conditions from the "any" section to the "all" section
- Update the view with this endpoint: PUT /api/v2/views/{view_id}
Hope it helps a bit.
View comment · Posted Mar 29, 2023 · Christophe A.
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Christophe A. commented,
Nativement, je crains que les options soient limitées sur ce point pour l'instant.
Nous disposons par contre de quelques applications sur le marketplace (Marketplace) qui pourraient vous aider à créer ces modèles de manière à éviter de dépasser cette limite d'octets. Certaines semblent conçues pour personnaliser vos modèles de courrier en fonction des marques. N'hésitez pas à contacter les développeurs de ces applications pour vous assurer qu'elles répondent à votre besoin.
View comment · Posted Jan 19, 2023 · Christophe A.
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Christophe A. commented,
Le problème devrait facilement se régler en inversant l'ordre des colonnes sur votre gauche.
Si vous placez "Ticket résolu - Année" avant "Ticket résolu - Mois", le rapport sera d'abord trié par année et ensuite par mois.
Ce sujet est également traité dans cet article : Comment trier les mois en ordre chronologique dans mes rapports ?
En espérant que cela aide :-)
View comment · Posted Jan 18, 2023 · Christophe A.
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