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Ryan Gabriel

Joined Apr 15, 2021

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Last activity Mar 25, 2024

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ACTIVITY OVERVIEW

Latest activity by Ryan Gabriel

Ryan Gabriel commented,

Community comment Q&A - Users, groups, and organizations

Voicing my strong support for adding this functionality for admins. Our use case is hundreds of agents who have had the ability to create personal views in the past, but no longer do. They retain access to these views, and as admins, we have no visibility into these views, nor can we modify/delete them. This severely limits our ability to ensure agents are taking the tickets they should be taking. 

I'm also a bit confused on the workaround described here - is there a way to generate an API key on behalf of a user? If not, what is the suggested method for generating API keys for users who do not have admin access, and therefore cannot access the API page in the admin center? The help docs for generating keys state:

Generating API tokens

To generate an API token, you must be an administrator and API token access must be enabled in your account.

View comment · Edited Mar 25, 2024 · Ryan Gabriel

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Ryan Gabriel commented,

CommentZendesk messaging

I'm in the same boat as Tim, who commented above - the rollout was supposed to end several months ago, and we've been using Messaging throughout that time, yet I have no access to these Messaging triggers. 

This is pretty disruptive, as we relied on workflows previously set up via chat triggers prior to our Messaging migration. We've lost that ability now. 

Can someone please clarify when the rollout will actually be finished? :)

View comment · Edited Feb 01, 2024 · Ryan Gabriel

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Ryan Gabriel commented,

Community comment Feedback - Chat and Messaging (Chat)

Just chiming in with the same feedback here. Allowing agents to pull additional chats beyond their capacity at times is pretty critical for us. We keep most of our agents in play mode as well, so we don't even have the option of exposing new tickets in a view for agents to play through. 

View comment · Posted Oct 27, 2023 · Ryan Gabriel

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Ryan Gabriel commented,

Community comment Feedback - Ticketing system (Support)

Also checking in to see if there's any movement on solving for this - we're having issues with the same lack of functionality.

View comment · Posted Dec 09, 2022 · Ryan Gabriel

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