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Alan Mark

Beigetreten 16. Apr. 2021

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Letzte Aktivität 12. März 2024

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KommentarSetting up Agent Workspace

The change was forced on us today as well, and I lost a multi paragraph customer update as a result of the change in the middle of the work day.

There are so many gaps in the new workspace compared to the old one, it's astonishing that this is being forced now.  Markup doesn't work properly, you can't seamlessly change a comment from public to internal or vice versa while composing without copy/pasting.  The flow that everyone has been used to for the entire existence of Zendesk, top down, is now reversed bottom up.

Kommentar anzeigen · Gepostet 12. März 2024 · Alan Mark

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KommentarAttachments and CCs

Is there a way we can disable this feature? It seems to be flagging everything falsely.

Kommentar anzeigen · Gepostet 22. Sept. 2023 · Alan Mark

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Community-Kommentar Feedback - Ticketing system (Support)

Same need here.  Also seconding that the default brand being used all the time is incorrect.

Kommentar anzeigen · Gepostet 26. Sept. 2022 · Alan Mark

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KommentarMigrating to messaging

Hi Dane,

No, I'm specifically looking for a Node type that I can add to the flow builder that does not require the user to enter anything at all, and instead does contextual and tag awareness like the classic widget.

We spent engineering effort to make the context awareness work very well.  So I consider this a huge gap in the messaging widget, such that I can never replace the classic widget with the messaging widget until this functionality is added.

Kommentar anzeigen · Gepostet 29. Mai 2022 · Alan Mark

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KommentarMigrating to messaging

With Messaging, I can't figure out how to replicate the contextual suggestions that we get automatically with Live Chat.  It doesn't seem like the 'Show Help Center articles' node on the flow builder does anything other than suggest a specific admin selected list of articles.

Have I missed something or is it not supported yet?  If it's not supported, is the feature on the roadmap? 

It's a pretty big deal to be able to deflect with targeted articles based on what the user is doing in our product as the first thing that happens when the widget is opened.

Kommentar anzeigen · Gepostet 11. Mai 2022 · Alan Mark

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