David Wexelblat

How is the autorepy out-of-hours example above any different from simply putting 

{% if ticket.in_business_hours == 'true' %}
{%else%}
{%endif}

in the standard “Notify requesters and CC of received request” trigger?

And to whom does the autoreply go? To the requester, or to requester & CCs? If it's just to the requester, it's less functional than the above.

“Microsoft Teams replies are automatically included in the ticket’s side conversation. ” This is only true if your Teams instance is configured to grant broad access to any and all applications installed.

The Zendesk for Microsoft Teams app is NOT Enterprise-ready/capable. It has a lot of flaws re an Enterprise-scale IT architecture. Specifically as regards side conversations, unless you set your Teams instance to allow ANY app to access enterprise data, replies sent in Teams WILL NOT be included in the ticket's side conversation. The only way to get replies into the ticket's side conversation is to ensure that every reply begins with @zendesk (which is simply not a realistic expectation, since side conversations are with people who may not know anything about Zendesk in the first place).

We had a long back and forth with the app vendor's support team, and there is no alternative - either grant ALL Teams apps broad access to Enterprise data, or live without this basic capability.

We are choosing to live without this basic capability. It's a shame.

Thank you, Walter Bellante . I am familiar with that page, and I tagged you on a comment there a couple of weeks ago. As I noted there, I find the regressions from the old dashboard builder to the new one incomprehensible. That it is not possible to build the existing stock dashboards with the new dashboard builder should have been a sign that it wasn't ready for release, and there are core capabilities that the charts on that page state will not be implemented at all. It's baffling.

Mayoo Inoue  As far as I can tell, that section bears no correlation whatsoever to the new dashboard builder. It links off to a page discussing the old builder, and what's discussed there doesn't apply. There does not appear to be any way to have a date filter that applies to all tabs. Another way the new dashboard builder is worse than the old one.

Are filtered views per-tab? How do I create a dashboard-wide filtered view? E.g., to have last-week/last-month/last-year views that apply to every tab.

I can understand why you'd want to have tab-specific filtered views, but there should be dashboard-wide filters as well.

Given how much existing functionality was lost when the new dashboard builder replaced the old dashboard builder, I REALLY hope that you're not planning to do the same thing to the report builder.

The fact that a new dashboard builder was released that is incapable of recreating the existing stock dashboards is just mind-boggling. I live in dread of the same thing happening with the new report builder.

TBH, I find the new report builder basically useless, as I wind up needing to adjust settings on every report I create/modify.

Awesome, thanks. That's not quite the way I expected things to work, but it makes sense.

I need to take a look at that request-article thing that's associated with that. We have already set up an internal-tasks ticket template for our current email-only support (including to request updates to our current Word/PDF docs). I need to think through our SOP for document requests when we launch Help Center for our Phase 2…

Walter Bellante I find removal of the Top/Bottom component incomprehensible. That you can set the report to show Top/Bottom X is not in any way a viable alternative. That is static, and placing the report on the dashboard will show only those settings.

We have an “Issues” field on our tickets. I want my dashboard to show the top/bottom X most/least-prevalent issues, selected by the dashboard viewer, not statically chosen by me when creating the report placed on the dashboard.

I can find no way to build such capability with the new dashboard builder. All I can think of is to create TWO reports, one with a Top X, place that on the main tab, and then a second one with ALL issues, on its own tab. 

I consider this a bug/breakage, not a new feature to be requested.

I would like to create a set of page templates for articles in my help center. I thought this would be as simple as creating unpublished pages as templates, then cloning them to create content pages. But as far as I can tell, Guide is missing the basic “make a copy of this Article” functionality.

I've found a bunch of years-long threads from people who want to duplicate pages into multiple sections, or between Help Centers, but I'm looking for just a simple “create a new page as a duplicate of this page” option.

Am I missing something, or is something this basic not available in Guide?

Here is my situation - our company supports a large number of remote workers in North America (95%+) and EMEA (<5%). We are migrating from email distro-list support & PDF support docs to Zendesk Suite. We're launching ZD Support for North America later in the month and will be migrating our PDF docs to Help Center over the next few months.

We will eventually stand up ZD for our EMEA team as well, but it's a much lower priority since it's a small percentage of the audience needing support.

Currently we have a common doc set for North America & EMEA. We would like to maintain this model going forward, rather than having Help Center for North America and PDF docs for EMEA.

For GDPR/data privacy reasons, we can't just point our EMEA audience to the North America Help Center, because we can't have them register/log in/enter tickets while the data is hosted outside EMEA.

What I'd like to be able to do is to geoblock the login/portal & support-request links to North America, while leaving the actual Help Center content accessible globally. This isn't something that ZD supports natively. Does anyone have a solution? Thanks.