Ryan Boyer
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Recent activity by Ryan Boyer-
Context Panel: Knowledge section pop-up when linking article with lock icon
When linking an article with a lock icon via the Knowledge section of the Context Panel, the following pop-up displays regardless of linking an article in a Public reply or Internal note. Per a ti...
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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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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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Unpublished articles should not be accessible by agents via the portal view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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Content Blocks: Need to be able to add labels via API to articles with content blocks
Feature Request Summary: Currently, we cannot add labels via API to articles that have content blocks enabled. This limitation should be fixed so that labels can be added via API to the Labels fi...
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Guide: Teams/Groups in the Owner field of Articles
Feature Request Summary: Zendesk Guide should streamline the ability to use Groups/Teams in the Owner field of an article. In our instance we use the Owner field as the user responsibile for edit...
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Guide: Team Publishing Workflow - Submit for Review/Assign/Owner
Feature Request Summary: The "Submit for Review" needs to be tied to the "Owner" of the article - i.e., the Owner of the article should get a notification that the article they own has an edit fo...
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Web Widget with Answer Bot: Report showing search strings
Currently, you cannot create a query of the search strings/terms that users are inputting into the web widget with answer bot. The only data you can pull is the following query: https://support.ze...
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Knowledge Capture App: Heading links do not work
Currently, users can put "heading" links in articles in Zendesk guide. These links provide a quick way to navigate to different headings in long article. However, "heading" links do not work when p...
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Knowledge Capture: Ability to exclude articles from search results
The Knowledge Capture app in Zendesk Support currently pulls in all published articles from a brand. We would like the ability to exclude certain articles from the search results of the Knowledge C...