Ryan Boyer

For multiplacement, is there any way to report on which articles are using multiplacement - either via the Guide Admin view or Explore? 

I've opened up a previous ticket regarding this (11638604), but I wanted to also point it out here. The line “The knowledge section search uses the same search technology as the help center search" is not entirely accurate. For example, doing a search in double quotes in the help center vs the knowledge section does not produce the same results. Can there be more information on how the search between the help center and knowledge section is different?

When adding images (i.e., step “Enter the image’s web address (required) and description (optional), then click Done.”), does the image address have to be to a public website? 

Also, is it not possible to add images from our help center? We've tried this but it doesn't seem possible since it's not an allowable file type (/hc/article_attachments/).

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.

I agree with this feedback. There should be a way to add a column/condition in a view for Side conversations. The following would be helpful:

• Condition to set in view to filter out tickets that just have a Side Conversation (i.e. Includes Side Conversation)
• Column in view to indicate if the ticket has Side conversation (Yes/No)
• Column to indicate the last date the Side conversation was updated and by whom

Add Rapid Resolve Feature to Knowledge in Context Panel

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. 

Rapid Resolve is a feature of the Knowledge Capture app, but it is not a feature of the Knowledge section in Context Panel. See article here https://support.zendesk.com/hc/en-us/articles/4408836451610, which shows the differences. We transitioned to Agent Workspace because of the overall better experience, but the missing Rapid Resolve feature in the Knowledge in Context Panel is causing us to miss on self-solve interactions.

What problem do you see this solving?

The problem that Rapid Resolve solves is that it allows self-solve interactions after an agent manually links an article in a public reply to the customer.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business?

It is preventing us from saving time/efficiency on self-solve interactions with customers since transitioning to Agent Workspace. We greatly encourage agents to link articles in public replies to customers, and without the Rapid Resolve feature, it seems that linking knowledge in public replies can no longer provide a self-solve interaction.

Are you currently using a workaround to solve this problem? 

No.

What would be your ideal solution to this problem? How would it work or function? 

Add Rapid Resolve to the Knowledge in the Context Panel. Please also ensure there is adequate reporting in Explore to track these occurrences. Lastly, when Rapid Resolve occurs, there should be a tag/event in the Events of the ticket. One of the problems with Rapid Resolve is that there is no simple way of building triggers/automations when Rapid Resolve occurs to set ticket fields.

Hi, @.... The most important filter to have on the UI is to be able to filter by Activity "Suspended". This is not currently an option to select.

I agree with this feedback. From an article perspective, it is not apparent that the changes came from AI. The edits (in Revisions or View History) will just say the actual agent that clicked Save/Publish. This presents an inherent problem with auditing who is actually making the text updates (AI or the user).

Add Activity Filter in Audit Log for Suspended action

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. 

I would like to have the ability to filter by Activity in the Audit Log for the action of Suspended. Currently, we cannot drill down this activity on the UI and instead have to export the entire log.

What problem do you see this solving?

Exporting the entire log and then filtering outside of Zendesk takes additional time, which could be reduced if we had the ability to see this in the UI of the Audit Log.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business?

We recently wanted to find out who was suspending users in our account. This will happen occasionally to determine which agents are suspending users.

Are you currently using a workaround to solve this problem? 

We have to export the entire log and then filter.

What would be your ideal solution to this problem? How would it work or function? 

There would be a filter for Activity where we could put Suspended and filter by that Activity.

Add Checkbox on Roles Page to Enable or Disable Agents to Suspend End Users

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. 

I would like to have an additional permission on the People > Team > Roles page to enable or disable users in a role to suspend end users. Currently, per this article (https://support.zendesk.com/hc/en-us/articles/4408889293978-Suspending-a-user), all agents can suspend end users. In our instance, however, we would like to be able to restrict this.

What problem do you see this solving?

Agents are suspending end users that should not be suspended, resulting in additional work to clean up the users who were mistakenly suspended.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business?

This occurs routinely since we have no control over agents suspending users.

Are you currently using a workaround to solve this problem? 

No.

What would be your ideal solution to this problem? How would it work or function? 

There would be a permission in each role to enable or disable the role from suspending end users.