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Denis Menard

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Última actividad de Denis Menard
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    Denis Menard hizo un comentario,

    Hello,    Some updates on this subject?   Thanks 

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    Denis Menard hizo un comentario,

    Hello,   We tested this option, but result is not great. Our externals need for example to see who sent the mail (mail address) and not name as it it in  side conversation..  How can we change this...

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    Denis Menard creó una publicación,

    Global View on Final User Fields

    Respondida

    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 hizo un comentario,

    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 hizo un comentario,

    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 hizo un comentario,

    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 hizo un comentario,

    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 hizo un comentario,

    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 creó una publicación,

    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 creó una publicación,

    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...