Thomas D'Hoe

1. Agent guide
2. Ticket management
3. Viewing, recovering, and deleting suspended tickets

Tickets are automatically deleted after 14 days in the suspended queue. Does this mean that they go to the delete cue and are there for another 30 days? Or is this immediately a permanent deletion? 

• Ver comentario
• Thomas D'Hoe
• Creación 29 de noviembre de 2023 12:28
• 0 votos

1. Comunidad
2. Zendesk Explore EAP - Agent status historical reporting
3. Documentation: Analyzing agent state

Hi, When will this be available? 

• Ver comentario
• Thomas D'Hoe
• Creación 18 de mayo de 2023 08:48
• 0 votos

1. Comunidad
2. Zendesk Suite Q&A
3. Agent status: out of office with omnichannel

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...

• Ver comentario
• Thomas D'Hoe
• Creación 18 de mayo de 2023 06:28
• 0 votos

1. Comunidad
2. Zendesk Suite Q&A
3. Inactive message scenarios for assignment and capacity rules

Hi Barry, yes we would like to

• Ver comentario
• Thomas D'Hoe
• Creación 18 de mayo de 2023 06:21
• 0 votos

1. Support
2. ...
3. Account settings of the ticketing system
4. Agent's statuses are changing to online when enabling omnichannel routing

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

• Ver comentario
• Thomas D'Hoe
• Creación 9 de mayo de 2023 07:36
• 0 votos

1. Guide
2. ...
3. End-user guide for Help Center
4. About semantic search and how it works

Hi Orsolya Forster Correct me if I'm wrong, but custom help centres will need to be updated manually? 

• Ver comentario
• Thomas D'Hoe
• Creación 2 de mayo de 2023 19:15
• 2 votos

1. People
2. ...
3. Users, groups, and organizations
4. How does Zendesk set a language for a user in Support?

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)? 

• Ver comentario
• Thomas D'Hoe
• Creación 24 de abril de 2023 12:33
• 0 votos

1. Bots and automation
2. Custom bots and bot building documentation
3. Understanding answer step types

Hi Ruben, You can use a button link to do that. https://support.zendesk.com/hc/en-us/articles/5133127616282#topic_ewh_2nm_nwb

• Ver comentario
• Thomas D'Hoe
• Creación 8 de abril de 2023 05:06
• 0 votos

1. Zendesk updates
2. Announcements
3. Announcing Side conversation redaction

Hi Toby, nice one. As it’s not mentioned in your article, is this related to slack side co’s as well? Thanks

• Ver comentario
• Thomas D'Hoe
• Creación 24 de febrero de 2023 17:45
• 0 votos

1. Support
2. ...
3. Security and user access in Zendesk Support
4. Viewing the audit log for changes

Hi Chin Sin, Unfortunately, this is not included in the audit log. 

• Ver comentario
• Thomas D'Hoe
• Creación 5 de agosto de 2022 07:05
• -1 votos