Un vendredi fin de journée, à la montagne, et nous remarquons que la connection internet ne fonctionne plus. Pas de problème! Un rapide appel au service clientèle et le tout sera rapidement clôturé, me dis-je.Probablement un peu trop optimiste sur ce coup-là… Après 15 minutes d’attente au téléphone — en compagnie de Mozart, il semblerait…
One Friday late in the day, in the mountains, and we notice that the internet connection is no longer working. No problem! A quick call to customer service and it will be over in no time, I tell myself. Probably a bit too optimistic on that one… After 15 minutes of waiting on the phone…
In September 2016, coming back from yet another week in Switzerland where I lived during my youth, I realised that I missed the country a lot. I missed skiing. I missed sailing. It started to annoy me to sometimes have to commute for up to 1 hour to grab a pint with a friend in…
It’s cool to display ticket fields to agents and/or end users, but what if you have different organisations in the same Zendesk and want to hide specific fields only for people in a specific organisation? Well, say no more! 🙂 The requirement In one of my Zendesk environment I have 3 organisations: organisation of customer 1,…
It’s a very, very minor addition but I tweaked our Zendesk CSS to show some colours next to each ticket’s priority level. I didn’t use the Zendesk score feature so I removed that column from the Views we have but I wanted to know, by having a quick glance, how many low, normal or urgent…
When we defined the Mondial Telecom SLA, we decided to use our own priority names instead of the usual high & normal ones. Don’t ask why 🙂 The Problem There is no way to edit the default Zendesk priority names. Which makes sense since you can simply create custom fields and disable the default ones. However…
One of my biggest grief about the Enterprise plan of Zendesk is its lack of support for the satisfaction score. I mean, all accounts have their own satisfaction score like on a regular plan but we lack a way to have the global score of all branded spokes added to the one of the main…
The Problem It’s a request we have quite often so, even though it’s a one line of code, I thought it might be useful to share this! 🙂 If you don’t want your name to be tied to a forum article, you can create a fake Zendesk user just to post articles. Another easy way is…
As we deliver our own VoIP service, we also have our own Support Tool internally. This is great in terms of responsiveness or for the data our Support Teams need to have since they can simply ask our developers to add that. However, it means logging into a different tool than Zendesk to resolve a…
I’m finally active again on my blog! 🙂 For this first post I wanted to quickly show my little Zendesk plugin for HipChat. Our dev team created a bot in HipChat called R2D2 (yes, we have a lot of imagination!). We create different plugins for that bot (useful… or not) and call each plugin by typing !plugin.…