Thomas D'Hoe
I'm addicted to Zendesk. I have been working with Zendesk since 2013 and am proud of what we are doing with Premium Plus (Zendesk Master partner)
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Última actividad de Thomas D'Hoe-
Thomas D'Hoe creó una publicación,
Best Practice for Assigning Outbound Call Tickets (via Talk) in Zendesk Support
Introduction: This best practice addresses the assignment of tickets in Zendesk Support when making outbound calls. It provides an explanation that may not be found in the Zendesk documentati...
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Thomas D'Hoe hizo un comentario,
Hi, When will this be available?
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Thomas D'Hoe hizo un comentario,
Hi Barry, Thanks for letting me know. Looking forward to this. One thing I would add here, I wouldn't do it based on the offline status (only), but make it possible to do it on a custom agent stat...
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Thomas D'Hoe hizo un comentario,
Hi Barry, yes we would like to
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Thomas D'Hoe creó una publicación,
Agent status: out of office with omnichannel
Hi, What if > an agent is sick our out of office for a longer period? There is no way in Zendesk to auto-unassign tickets from an agent based on a agent status. So, we should have the possibility ...
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Thomas D'Hoe creó una publicación,
Inactive message scenarios for assignment and capacity rules
There should be a way that as a company you can decide how to assign inactive message conversations. For now, they don't affect capacity, but for some organisations, the message ticket is the same...
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Thomas D'Hoe hizo un comentario,
Hi, In your resolution step , the second bullet point > an admin can manually set all agent statuses to offline. How do you do that? Because for so far I know, this is not possible in Zendesk. Thomas
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Thomas D'Hoe hizo un comentario,
Hi Orsolya Forster Correct me if I'm wrong, but custom help centres will need to be updated manually?
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Thomas D'Hoe hizo un comentario,
How does language detection interact with messaging? Can the language of the end user be detected with messaging as you do with the web widget (classic)?
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Thomas D'Hoe hizo un comentario,
Hi Ruben, You can use a button link to do that. https://support.zendesk.com/hc/en-us/articles/5133127616282#topic_ewh_2nm_nwb