Andrew S
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Total activity44
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Last activity
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Member since
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Activity overview
Latest activity by Andrew S-
Andrew S commented,
Is there a way to filter out "deactivated" macros? I can't find the "active" attribute, but I might be missing it.
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Andrew S commented,
Maybe the community can come up with a custom Midnight Lizard scheme in the mean time.
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Andrew S commented,
Just going to float this back up to the top. If there's going to be a 5,000 macro limit, there has GOT to be a better way to organize and administer them. Please don't tell us to "just use the API"...
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Andrew S commented,
Upvoted on the original post, but for context, we merge maybe 100 tickets per day across the organization, and we've even got snarky emails back from customers saying "well if you closed it, then m...
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Andrew S commented,
Sam Thanks Samuel! I actually came up with this request while working in Explore just as you've suggested, which is crude but certainly does the trick, albiet with a lot more work than strictly nec...
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Andrew S created a post,
Macro Maintenance and Administration Workflow
We need a better way to maintain and keep macros fresh and up-to-date. My team alone has 313 active macros in use, but there's really no workflow to make sure that they are still accurate and updat...
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Andrew S commented,
Same. This also means our admins just get bogged down with "article reordering" requests instead of actually dealing with, well, admin stuff. Permissions settings for Guide definitely need more gra...
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Andrew S commented,
I made a feedback post about this, but since we use Guide as an internal knowledge base, it takes too many steps to add an article link internally, save, and get back to the ticket, so none of our ...
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Andrew S created a post,
Knowledge Capture - Add One-Click "Link article (Internal)" function to make it faster and easier to get reporting on article usage
TL:DR - Add a "Link article (internal)" link to Knowledge Capture that inserts and saves an internal note with the article link without interrupting the agent workflow. We use Guide and Knowledge C...
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Andrew S commented,
Also bumping this. Regex is great, and all, but it'd be much better if this was a native field type for all the reasons above.