Livechat help centre article links are too long and unprofessional

Answered

4 Comments

  • Official comment
    Sarah Darmawan
    Zendesk Product Manager

    Hi Craig,

    Thanks for your feedback. Unfortunately, Chat doesn't support rich text formatting. However, we have plans to start providing rich content configuration types in Q4. There is another discussion on this here - do follow along for more updates!

  • Tanya Leung

    I think part of the message is missed here, even if we're not able to get rich text editing.. is there a way we can remove/turn off the &auth_token portion of the help centre article?

    1
  • Sabra
    Zendesk Customer Care

    Hey Tanya! When using the Knowledge Capture App to insert articles into the ticket, a JWT `auth_token` will be appended to the link in order to facilitate self-serve with Answer Bot and Rapid Resolve functionality. If you are on Agent Workspace and using Knowledge in the Context Panel to insert article links instead of the Knowledge Capture App, you won't see the `auth_token` parameter appended to the article URL. For more information on the difference between the Knowledge Capture App and Knowledge in the Context panel, check out this article: About Knowledge in the context panel and the Knowledge Capture app

     
    1
  • Tanya Leung

    Thanks Sabra!

    0

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