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Peter Lynch
Joined Apr 16, 2021
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Last activity Jan 14, 2025
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Peter Lynch commented,
This following sentence in the article is not accurate as of my testing today.
For example, "1 year in the past" would begin on January 1 of the current year, "2 years in the past" would begin on January 1 of the previous year, and so on.
What actually happens is “1 year in the past” would begin Jan 1, of the previous year. If one would like Jan 1 of current year, then choose “0 years in the past”. This makes sense to me, so not complaining about how it actually works. You might want to update the article please to correct the note
View comment · Posted Jan 14, 2025 · Peter Lynch
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Peter Lynch commented,
There is a hack to achieve this - but is not optimal for a lot of reasons.
Suppose your Guide default language is English (United States). And at present, so is the Support default language is also English (United States).
Enable one of the other (presently 2) language variants in Support - either English (Canada) or English (United kingdom). In this example, we'll choose Canada.
Now for each drop-down field value you want to be different for agent and end user, create a Dynamic Content item. Make the English (United States) value to be what you want the end user to se. Make the English (Canada) translation what you want agents to see. Edit the field value to be the dynamic content placeholder. ie. {{dc.content_test}}.
Finally have an agent set their profile language to English (Canada) instead of English (United States). The native support UI will barely, if at all, change for the agent.
However the side effect is now the field tag is the same for both field values, but the end user gets their english version, and the agent gets the agent(ie. Canada) version of the same selection.
I did say hack...
View comment · Edited Dec 16, 2023 · Peter Lynch
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Peter Lynch commented,
The link in the article Full circle: The right way to use ticket status and type is broken - says Oops I don't have permission while I am signed into zendesk help center as a zendesk customer.
View comment · Posted Nov 23, 2023 · Peter Lynch
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Peter Lynch commented,
I am finding it odd that the "Native Agent Roles" listed here are not listed on this other page: https://support.zendesk.com/hc/en-us/articles/4408832171034
View comment · Posted Dec 08, 2022 · Peter Lynch
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