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Knowledge: Copy link to conversation pop-up alert
Zendesk Luminary
Posted Jul 06, 2022
Since migrating to Agent Workspace our agents are encountering a pop-up to alert them when content is only visible to Agents and managers. While I understand that this is an intentional alert from Zendesk, it has had a very negative impact on our team as our team often leaves internal notes with links to internal Help articles in order to provide information when we triage tickets. This is required for one of our team's during triage, so we have had to re-download the Knowledge Capture app in order to limit disruption to their workflow.
Are there any plans to have this alert be optional or configurable in any way?
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2 comments
Ryan Boyer
I also agree with this feedback. While I understand the purpose of this alert, this impacts our agents' ability to efficiently link internal content in the Internal notes. Also, if the Requester has access to the content (on a new ticket), then this alert should not display. Currently, after filling out the Requester on a new ticket (no ticket ID), the alert will still display despite the Requester having access to the content. Only after saving the ticket does the alert go away.
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Shawna James
Thank you for taking the time to provide us with your feedback and Ryan for sharing your support here as well. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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