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Arnaud NAGARD's Avatar

Arnaud NAGARD

Joined Feb 05, 2024

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Last activity Dec 18, 2024

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ACTIVITY OVERVIEW

Latest activity by Arnaud NAGARD

Arnaud NAGARD commented,

Community comment Feedback - Ticketing system (Support)

Do you have any new information to block these pop-ups ?

View comment · Posted Dec 18, 2024 · Arnaud NAGARD

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Arnaud NAGARD commented,

CommentTicket management

Hi,

 

Why limit personal views to 10?

With this new functionality, it would be interesting to be able to create more.

 

Thks in advance

View comment · Posted Oct 04, 2024 · Arnaud NAGARD

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Arnaud NAGARD commented,

CommentTickets – Notions élémentaires

Bonjour,

 

Est-ce la gestion de priorité est également affiché sur ce nouveau tableau de bord ?

L'impression écran semble indiquer que non.

Merci d'avance.

View comment · Posted Sep 24, 2024 · Arnaud NAGARD

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Arnaud NAGARD commented,

CommentUtilisateurs, groupes et organisations

Bonjour,

 

Client de la solution ZENDESK Professionnel, l'écran pour exporter les utilisateurs via un fichier XML n'est pas disponible.
Dans Outils, il y a uniquement le sous-menu “Enquête benchmark” : pas de sous-menu Rapport.

 

Merci à vous.

View comment · Posted Sep 17, 2024 · Arnaud NAGARD

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Arnaud NAGARD commented,

CommentComment gérer les abonnements et la facturation pour Talk et Text

Bonjour,

 

Existe-t-il un softphone (comme aircall) pour windows ou un push de notification sur windows pour alerter un agent d'un nouvel appel ?

 

L'intégration web est très bien pour ne pas devoir mettre un place un plan de configuration des postes des agents. En revanche, il est difficile d'imposer aux agents d'avoir constamment ZENDESK ouvert pour faire fonctionner TALK.

 

Merci à vous.

View comment · Posted Jul 22, 2024 · Arnaud NAGARD

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Arnaud NAGARD commented,

CommentÉditeur, assigné et demandeur du ticket

Bonjour,

 

Auriez-vous une solution à la question posée précédemment ?

Egalement intéressé par une solution pour Explore.

View comment · Posted Apr 26, 2024 · Arnaud NAGARD

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Arnaud NAGARD commented,

Community comment Feedback - Ticketing system (Support)

+1 for completely disabling these notifications

View comment · Posted Apr 11, 2024 · Arnaud NAGARD

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Arnaud NAGARD created a post,

Post Feedback - Ticketing system (Support)

Show private articles to Knowledge in Agent Context Panel

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. 

Knowledge Capture allows auto's display of private and public articles, but it is not a feature of the Knowledge section in Context Panel (only public articles). See article here https://support.zendesk.com/hc/en-us/articles/4408836451610, which shows the differences. We must switch to Agent Workspace on August 29, 2024, and this functionality is a real lack for agents.

What problem do you see this solving?

Allow agent to run an internal process, to resolve tickets.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business?

We use this feature every day with Knowledge Capture in tickets. From August 29, this will be a real problem for us.

Are you currently using a workaround to solve this problem? 

No workaround from August 29 .

What would be your ideal solution to this problem? How would it work or function? 

Add auto's display of private articles to the Knowledge in the Context Panel.

Edited Mar 13, 2024 · Arnaud NAGARD

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Arnaud NAGARD commented,

CommentSetting up Agent Workspace

Hi Lisa Kelly

No match on searched's words article. I will contact Zendesk Customer Support.
Thank you so much.

View comment · Posted Mar 11, 2024 · Arnaud NAGARD

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Arnaud NAGARD commented,

CommentSetting up Agent Workspace

Hi,

We keep getting the following message: "We couldn't find any suggested content for this conversation."

However, we have articles for agents in Guide which all words correspond in tickets.
It's unfortunate to close "Knowledge Capture" because it works better.

Thanks in advance.

View comment · Edited Mar 08, 2024 · Arnaud NAGARD

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