Ryan Boyer
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Total activity365
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Last activity
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Activity overview
Latest activity by Ryan Boyer-
Ryan Boyer created a post,
Agent Workspace: Customize Knowledge Article Preview to match Portal View
Feature Request Summary: In the Knowledge section of Agent Workspace, we should be able to customize the appearance of articles that display to match how they display in the Help Center. Descri...
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Ryan Boyer commented,
For the "Alias" field, I understand that the placeholder "agent.name" pulls the Alias if present; however, is there a specific placeholder for just the "Alias" field? We have a use case where we wo...
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Ryan Boyer commented,
I agree with this post. There needs to be some event in the ticket history that occurs when Rapid Resolve hapens. This way we can then do subsequent actions on the ticket (i.e., trigger). As it sta...
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Ryan Boyer commented,
I agree with this feedback! In our instance, users very often are copying from other sources and thus carrying over formatting that may not be visible to them unless going into the Code/HTML editor...
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Ryan Boyer commented,
I agree with the feedback and comments about improving the Audit Log! My prinicipal feedback would be to enhance and increase the filtering options. In its current state, there is simply too much d...
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Ryan Boyer created a post,
Agents with Editor Permissions should be able to see Article Settings
Feature Request Summary: In our instance, we've set up editing and publishing permissions in knowledge articles. However, with this change agents with editing permissions cannot view the Article ...
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Ryan Boyer created a post,
Unpublished articles should not be accessible by agents via the portal view
Feature Request Summary: When creating a initial draft of an article or unpublishing the current article version, the URL for the Help Center portal remains active for agents - meaning that if an...
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Ryan Boyer commented,
Thanks for the update, Katarzyna Karpinska. I really appreciate it!
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Ryan Boyer commented,
I agree with this post, Mary Paez. We too in our instance need the ability to have more granular permissions for what's now considered "Guide Admin" permissions. Having agents have the ability to a...
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Ryan Boyer commented,
I completely agree with this post, Hawk Swearingen. We too need the ability to restrict certain portions of articles to certain segments of users (e.g. internal and external). The only current work...