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Dave Campbell

Joined Apr 15, 2021

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Last activity Feb 16, 2022

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Latest activity by Dave Campbell

Dave Campbell created a post,

Post Feedback - Ticketing system (Support)

We enabled and tested the agent workspace in our sandbox and were shocked to see that we cannot disable the emojis for agents. We currently have them disabled in production and do not want agents to have access to emojis. I opened a support case with Zendesk to ask about it and see if there is a way to disable emojis. We were told that "Unfortunately, the emoji icon in Agent Workspace is hardcoded by our developers. We currently don't have another way to remove this feature as it is a system native behavior."

Is there any workaround at all to this? If not, we would like to submit feedback to please make this a configurable option in agent workspace as it is now.

Thank you

Posted Feb 02, 2021 · Dave Campbell

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Dave Campbell commented,

Community comment Feedback - Ticketing system (Support)

+1 Adding my vote for this too. We have same scenario with need to restrict access to select tickets (10% of overall volume). Restricting access to tickets with certain groups is ideal, but since we are on Enterprise - even if we could restrict agent role access to certain ticket forms, that would suffice too. Hope to see this access control interface to be brought on new admin framework functionality/interface so we can get more granular with agent access.

Cheers and Thank you

View comment · Posted Jun 24, 2019 · Dave Campbell

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