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Jay Lee

Joined Apr 15, 2021

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Last activity Jan 10, 2025

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ACTIVITY OVERVIEW

Latest activity by Jay Lee

Jay Lee commented,

Community comment Feedback - Ticketing system (Support)

+1 

View comment · Posted Jan 10, 2025 · Jay Lee

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Jay Lee commented,

Community comment Feedback - Ticketing system (Support)

Same issue. Would like to know if there is a way to resolve this issue. 

View comment · Posted Jan 09, 2025 · Jay Lee

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Jay Lee commented,

CommentSetting up Agent Workspace

Is there any way to increase the number of search results displayed by the Knowledge Panel?  Currently there are 3 results shown as “Suggested content” and then 10 results after I input a search query. Can the number of either of these be increased?

View comment · Posted Nov 22, 2024 · Jay Lee

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Jay Lee commented,

Community commentZendesk EAP - Article Multiplacement

Hi Katarzyna.  Sure.  Here are steps to reproduce:

 

1. Create a new Knowledge Article Template by creating a draft in Zendesk Guide and adding the “KCTemplate” label

2. In the article draft, set the Section as “Knowledge Base” (or any existing section 

3. Save

4. Go to a Zendesk Ticket > Knowledge app > Click “+” to create new knowledge article

5. Select the new Template you just created

 

Expected Result: The draft will have the “Knowledge Base” Section pre-selected (this is how it previously behaved before activating multiplacement)

 

Actual Result: No Section is pre-selected 

View comment · Edited Oct 10, 2024 · Jay Lee

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Jay Lee commented,

Community commentZendesk EAP - Article Multiplacement

We employ some “new article templates” for creating articles. There is a designated “section” for the articles to be organized into that is set by the template. Since enabling multiplacement, the designated section for the template does not work, and a section has to be manually selected. Is this expected behavior?

View comment · Posted Oct 08, 2024 · Jay Lee

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Jay Lee commented,

CommentWorking with articles in the knowledge base

So giving permission to agents to edit/create content block is not granular to specific agents, but all agents can or all agents cannot be allowed to edit content blocks. Is that correct?

View comment · Posted Sep 08, 2023 · Jay Lee

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Jay Lee commented,

CommentWorking with articles in the knowledge base

UPDATED:

I resolved this issue by using

instead.  So, this gets around the issue (most likely Zendesk's "unsafe content" filtering):

warning text here

*****************************

I am trying to create a content block for a disclaimer we often put on articles. As part of the disclaimer text, I'm trying to use this HTML code:

However, after I save the content block, I find that this HTML code isn't saved and replaced with

.  And actually this seems to be the case with other HTML codes I try to save into a Content Block.

Is this a known issue? I know there's a similar issue with dynamic content.  Please let me know if this is a known issue or if I'm doing something wrong, or if there is a workaround.  Thanks

View comment · Edited Aug 02, 2023 · Jay Lee

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Jay Lee created a post,

Post Feedback - Ticketing system (Support)

Our agents have requested over and over again the ability to make some edits on closed tickets.  In particular, some of the metadata fields.  Sometimes actions happen that might cause tickets to fall out of agents active tickets queue so they don't realize it is approaching 28 day autoclose window, or an organization is no longer part of our service and tickets get bulk closed before we've had a chance to change certain fields appropriately.  

It would be nice to have some ability to change things on a closed ticket

Thanks

Posted Sep 06, 2019 · Jay Lee

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Jay Lee commented,

Community comment Feedback - Help Center (Guide)

I also support all of the suggestions in this thread.  

View comment · Posted Jun 27, 2019 · Jay Lee

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