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Damien Messé
Adhésion le 16 avr. 2021
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Dernière activité le 02 sept. 2024
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Dernière activité effectuée par Damien Messé
Damien Messé a ajouté un commentaire,
Hello, you have recently added the placeholder column to the dynamic content but I'm surprised to see that we can't search with placeholder… everytime it gives 0 result.
We are managing close to the 3000 dynamic contents in Zendesk and it's a nightmare when we need to find a variant with the placeholder or the title…
So for now we are managing it outside of Zendesk…
Afficher le commentaire · Publication le 13 mai 2024 · Damien Messé
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Damien Messé a ajouté un commentaire,
Hello, we have deactivated the subject field on our contact forms as we already ask our customer to categorize the ticket using dropdown custom fields.
Is there any way to use the article suggestion on other field than the subject field ?
Thanks
Afficher le commentaire · Modification le 22 janv. 2024 · Damien Messé
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Damien Messé a ajouté un commentaire,
Hello,
I'm also working with % of tickets solved within a period of time.
In my case 24h and 12h but since a few months I have this error : the VALUE aggregator can't be used with calculated metrics.
Do you know what other aggregator I can use ?
Afficher le commentaire · Publication le 04 janv. 2024 · Damien Messé
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Damien Messé a ajouté un commentaire,
Hello, regarding the new agent home my agents are telling me that where often using the possibility to see the tickets with bad or good csat in the previous dashboard.
Is this feature planned to be implemented ? Or maybe a filter to quickly the good/bad csat tickets assigned to an agent.
Thanks
Afficher le commentaire · Publication le 12 déc. 2023 · Damien Messé
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Damien Messé a ajouté un commentaire,
Hello, I have managed to create a webhook to automatically add a user in an organization but I can't find a way to automatically remove a user from an organization.
Has someone already managed to do it ?
Thanks
Afficher le commentaire · Publication le 10 oct. 2023 · Damien Messé
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Damien Messé a ajouté un commentaire,
It's absurd that it's still not possible to automatically add users in organisation using triggers.
Basic condition...
Let's say I want to add French customer in FR organisation based on their language.
This is currently not possible...
I have to create a http target or something else...
Afficher le commentaire · Publication le 09 oct. 2023 · Damien Messé
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Damien Messé a ajouté un commentaire,
Also interested by the possibility to edit the user profile (language for instance) directly from the essential card.
Afficher le commentaire · Publication le 02 août 2023 · Damien Messé
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Damien Messé a ajouté un commentaire,
Hello Jakub,
We have been testing the "Summarize" feature and I must admit that when working well it's powerful but it's quite buggy for now.
It's really a Beta version and as it is right now not sure it's really time saving for my agents due to the numerous bug detailed below.
Few bugs we have already noticed after just a couple of days :
1) The feature is switching to English sometimes while the tickets are in French
2) When switching from one ticket to another, the feature is not refreshed. It requires extra click from an agent = time consuming
3) It happens a lot that the feature rephrase the answer of an agent as a summary and not a summary of the user problems
4) Sometimes the summary is way too long and full of unuseful information so it's quicker to read the tickets.
You still have some work to improve it and make it really efficient and time saving for the agents.
Thanks
Afficher le commentaire · Modification le 27 juin 2023 · Damien Messé
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Damien Messé a ajouté un commentaire,
Thanks for the answer Ramin. I wanted to share this feedback with the community in case someone has experienced the same problem or maybe I'm missing something obvious.
Afficher le commentaire · Publication le 03 avr. 2023 · Damien Messé
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Damien Messé a créé une publication,
I have recently test the implementation of Social Media in Zendesk and one of the main issue I am facing is that some agents are updating tickets (by clicking on Submit) and forget to click on Send to answer the Social Media conversation.
It's indeed quite easy to forget to click on Send and think that clicking on Submit will also send the answer as this is the way it works on Emails.
I have been looking for a way to track those unanswered conversations but I am not able to do it through triggers or automations.
It seems I am missing conditions based on answers Sent through the messaging system.
Could you please help ?
Note : I have also open a support ticket (without solution proposed for now).
Publication le 22 mars 2023 · Damien Messé
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