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Alan Mark

Joined Apr 16, 2021

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Last activity Mar 12, 2024

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ACTIVITY OVERVIEW

Latest activity by Alan Mark

Alan Mark commented,

CommentSetting up Agent Workspace

The change was forced on us today as well, and I lost a multi paragraph customer update as a result of the change in the middle of the work day.

There are so many gaps in the new workspace compared to the old one, it's astonishing that this is being forced now.  Markup doesn't work properly, you can't seamlessly change a comment from public to internal or vice versa while composing without copy/pasting.  The flow that everyone has been used to for the entire existence of Zendesk, top down, is now reversed bottom up.

View comment · Posted Mar 12, 2024 · Alan Mark

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Alan Mark commented,

CommentAttachments and CCs

Is there a way we can disable this feature? It seems to be flagging everything falsely.

View comment · Posted Sep 22, 2023 · Alan Mark

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Alan Mark commented,

Community comment Feedback - Ticketing system (Support)

Same need here.  Also seconding that the default brand being used all the time is incorrect.

View comment · Posted Sep 26, 2022 · Alan Mark

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Alan Mark commented,

CommentMigrating to messaging

Hi Dane,

No, I'm specifically looking for a Node type that I can add to the flow builder that does not require the user to enter anything at all, and instead does contextual and tag awareness like the classic widget.

We spent engineering effort to make the context awareness work very well.  So I consider this a huge gap in the messaging widget, such that I can never replace the classic widget with the messaging widget until this functionality is added.

View comment · Posted May 29, 2022 · Alan Mark

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Alan Mark commented,

CommentMigrating to messaging

With Messaging, I can't figure out how to replicate the contextual suggestions that we get automatically with Live Chat.  It doesn't seem like the 'Show Help Center articles' node on the flow builder does anything other than suggest a specific admin selected list of articles.

Have I missed something or is it not supported yet?  If it's not supported, is the feature on the roadmap? 

It's a pretty big deal to be able to deflect with targeted articles based on what the user is doing in our product as the first thing that happens when the widget is opened.

View comment · Posted May 11, 2022 · Alan Mark

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