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James Russell

Adhésion le 16 avr. 2021

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Dernière activité le 19 août 2024

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Dernière activité effectuée par James Russell

James Russell a ajouté un commentaire,

CommentaireSetting up your email channel

Just reading thought the guide and to me it appears this would not work with Exchange Online as the connector needs to Authenticate with a username and password which exchange online does not support.  I appreciate this is still working progress but was wondering how Zendesk are intending for Exchange Online customers to be able to use this functionality.

Afficher le commentaire · Publication le 19 août 2024 · James Russell

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James Russell a ajouté un commentaire,

CommentaireSubscriptions and licenses

Not allowing an Admin who is unlicensed boggles my mind.  As an IT admin I do not use ticketing, reports, chat or any of the features as I do not need too other teams do, however I am expected to support our teams who are not necessarily experts in looking after, SMTP, SSO, Telephony etc.  I cannot have a licence as 100gbp+ for me to be able to support is not economic so a task that should only take one person some time to do ends up being a teams call and two of us working on it so changes can be made. Get asked can Zendesk to x or y I cannot answer as I cannot look and check so things always take longer to implement.

Afficher le commentaire · Publication le 31 mars 2023 · James Russell

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James Russell a ajouté un commentaire,

CommentaireTicket management

Is there a way to have a Kanban board view in Zendesk without having to add an external party?  As IT Ops, Net Ops etc are becoming big I would be really surprised if this is not a common ask.

Afficher le commentaire · Publication le 21 déc. 2021 · James Russell

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James Russell a ajouté un commentaire,

Commentaire de la communauté Feedback - Chat and Messaging (Chat)

I agree that the Admin should not require an agent license too.  I work as part of the Infrastructure team, I do not use zendesk day to day, I do not run reports, I do not look at tickets I simply need access to the Admin Interface. Currently I have to wait for one of the admins to be available to then run a remote support session with them to be able to resolve issues or configuration changes.  It slows things down for us.  We are only a small business and cannot justify having the extra cost to licence admins.  We would ideally also use the Super Admin account as a Break Glass account as we are using SSO and that this account is not used in daily use but again we cannot do this.

Afficher le commentaire · Publication le 13 août 2020 · James Russell

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James Russell a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

@... we had the same issue and followed these steps in Exchange online to solve it.  https://docs.microsoft.com/en-us/microsoft-365/security/office-365-security/create-safe-sender-lists-in-office-365?view=o365-worldwide#recommended-use-mail-flow-rules.  This is dependent on you having a DMARC policy published for your domain as this is used to ensure the email is valid.

Afficher le commentaire · Publication le 17 juil. 2020 · James Russell

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