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Aïcha Diarra
Joined Sep 13, 2022
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Last activity Jan 23, 2025
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Latest activity by Aïcha Diarra
Aïcha Diarra commented,
For anyone following this thread, if you would like to help get to the bottom of this, please leave a comment, and I will raise a ticket for your account and be in touch via email.
James Hanley can you please also raise a ticket on my behalf and get in touch on this topic? Thank you.
View comment · Posted Apr 24, 2023 · Aïcha Diarra
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Aïcha Diarra commented,
Hi Zendesk team,
Thanks for your feedback. At the moment, there is no way to limit notifications also being sent to the channel. We've recently launched the ability to notify Slack via triggers and aligned this closely to how it worked previously (notifying the channel), but added threading to support better contextualisation. I've recorded this feedback for consideration in future enhancements of this capability.
Has there been any change to this behaviour yet? We've recently migrated to the new triggers as advised and this is extremely noisy now that every response is sent to the channel. This is such a big change to the behaviour of the integration, I'm surprised it's not configurable for clients who were happy with the way the integration used to work.
View comment · Posted Feb 09, 2023 · Aïcha Diarra
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Aïcha Diarra commented,
Hi Zendesk team,
Can we please get an answer as to whether you're ever planning to add this feature from the Guide portal? Surely, there are enough responses below this post to show that this would be hugely beneficial to your users.
It seems that you already have the KCTemplate tag so having another drop down in the Guide section that could leverage articles tagged with this. If you're not planning to add this feature, could you tell us why you think that this isn't necessary/can't be done?
Thanks,
View comment · Posted Dec 29, 2022 · Aïcha Diarra
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Aïcha Diarra commented,
Adding to the comments above. We currently have a large number of unverified users, because they've ignored the spam-looking email coming from Zendesk.
We have been told to 'just' make an API call for all users and change the is_verified:false to true.
This is not only time consuming but also prone to error when we have thousands of users in this case. How easy would it be to 'just' implement a setting to allow us to choose not to have to verify users if we wish to do so?
Like highlighted by Adrian V above:
We only want to use Zendesk as
- A means for facilitating email communications with our users in a ticketing system, and
- Hosting our collection of support articles.
It's not more complex than that, and yet we've had to spend hours sourcing articles and workarounds to address such a simple use case.
View comment · Posted Sep 13, 2022 · Aïcha Diarra
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