Nicolas Bergeron

1. Support
2. ...
3. Reporting
4. Defining and using SLA policies

Hi,  i have maybe a stupid question but i am scratching my head on it. As per header when defining SLA policies, the sentence is the following from Zendesk: A service level agreement (SLA) is a con...

• Visualizar comentário
• Nicolas Bergeron
• Criado 13 de novembro de 2018 20:42
• 0 voto

1. Comunidade
2. User Tips & Tricks
3. Create a Running Backlog for a Specific Customer

thank you for sharing this recipe ! excellent

• Visualizar comentário
• Nicolas Bergeron
• Criado 8 de novembro de 2018 03:32
• 0 voto

1. Comunidade
2. Support Q&A
3. How can I create a Historical Backlog report in Insights for a specific customer?

Would be good to have such report - it helps to understand if we are falling behind per customer !! can't see how it is not possible with today's BI solution.

• Visualizar comentário
• Nicolas Bergeron
• Criado 8 de novembro de 2018 01:55
• 0 voto

1. Comunidade
2. Feedback on Guide
3. Enable custom ticket field columns to be added to the request table in Help Center my activities page

Hi Autumn and all, thank you for this solution. Out of curiosity and as a none developer, any chance we can add two custom fields? thank you !

• Visualizar comentário
• Nicolas Bergeron
• Criado 13 de outubro de 2018 23:47
• 1 voto

1. Comunidade
2. Feedback on Explore
3. Add ability to send reports to end users (not just PDFs of Dashboard)

i concur too... being able to pull and automatically send a report to a key stakeholder for one organization is a must have. right now i have to work through a special view with "only" 10 columns (...

• Visualizar comentário
• Nicolas Bergeron
• Criado 13 de outubro de 2018 00:17
• 1 voto

1. Admin Center
2. ...
3. Managing accounts and billing
4. Testing changes in your standard sandbox

quick question, can we also test integration with the sandbox, for example from our Salesforce sandbox?

• Visualizar comentário
• Nicolas Bergeron
• Criado 22 de setembro de 2018 02:57
• 0 voto

1. Comunidade
2. User Tips & Tricks
3. Trigger for Slack direct message to agent without webhook or integration. Slack has email.

Alex, +1 for your question

• Visualizar comentário
• Nicolas Bergeron
• Criado 21 de setembro de 2018 00:28
• 0 voto

1. Support
2. ...
3. Users, groups, and organizations
4. How do I upgrade an end user to agent?

Hi Jessie, thank you, i actually tried few minutes ago and since we require an additional agent license, i was directed to the account subscription to add an agent license.   Thanks and regards NB

• Visualizar comentário
• Nicolas Bergeron
• Criado 16 de julho de 2018 20:42
• 0 voto

1. Support
2. ...
3. Users, groups, and organizations
4. How do I upgrade an end user to agent?

Hi there, will it automatically reflect an incremental number of agents under my subscription as i am converting a end-user to an agent?   Thank you

• Visualizar comentário
• Nicolas Bergeron
• Criado 11 de julho de 2018 16:14
• 0 voto

1. Support
2. ...
3. Agent guide for Support
4. Deleting tickets

Will deleting a ticket update the First Reply time (average) - I closed old tickets totally irrelevant made for test but now I have a big number of FRT !   Thank you  

• Visualizar comentário
• Nicolas Bergeron
• Editado 30 de maio de 2018 21:50
• 0 voto