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Agent suggested replies not using agents name

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Zach Gilbert

Posted Aug 09, 2024

Agent suggested replies not using agents name field and just leaving blank space. Is this a known issue?

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4 comments

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    Prakruti Hindia

    Zendesk Product Manager

    Hi Zach, we have addressed this problem of empty placeholders in macros. Feel free to use this thread if your team is still encountering this issue.

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    Zach Gilbert

    Prakruti Hindia thanks for the update. Does it also fix where it says “Hi, this is Zandesk” when the placeholder is set as current user first name?

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    Zach Gilbert

    Just tested, does not look like it does Prakruti Hindia 

     

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    Manny

    Hi Zach, 
     
    Manny from Zendesk Support here. I noticed this ticket was opened and left in limbo with no follow up. Apologies we did not pick up ealier. 
     
    Here is the community post where this ticket originated from: Agent suggested replies not using agents name. 
     
    This issue you've reported is related to the EAP/Beta feature [Suggested replies]. As this functionality is not yet generally available, it is outside the scope of our support. For any issues or feedback related to this feature, we ask that you post to our Community Pages publication you created Agent suggested replies not using agents name.  Where the product team will monitor activity and follow up.
     
    Thank you for your feedback.  
     
     
     

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