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Silas Johnson

Joined Jan 07, 2022

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Last activity Apr 11, 2022

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ACTIVITY OVERVIEW

Latest activity by Silas Johnson

Silas Johnson commented,

CommentSetting Guide roles and permissions

Is it possible to make categories and sections visible only to agents and admins? Is it only articles? I want to have full categories in our KB only available to staff. Is this possible?

 

View comment · Posted Apr 11, 2022 · Silas Johnson

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Silas Johnson commented,

CommentData exports or data uploads

is there any way to extract the comments using the api? I have tried looking everywhere. For Example, i would like to extract all tickets from a group and make a csv row called comments so I can see the comments for that ticket. Is this possible?

 

View comment · Posted Apr 01, 2022 · Silas Johnson

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Silas Johnson commented,

CommentLive chat agent guide

What if there are no agents available? Like there literally aren't any and its within business hours? What happens then?

 

View comment · Posted Mar 22, 2022 · Silas Johnson

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Silas Johnson commented,

CommentZendesk messaging

Is there a way to have them create a ticket from the messenger bot when we are offline? Like the Classic Widget does?

View comment · Posted Mar 17, 2022 · Silas Johnson

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Silas Johnson created a post,

Post Feedback - Help Center (Guide)

Our company has multiple products. I have seen a competitor that also uses zendesk for guide and their chatbot is able to ask the customer what product they need support with (in the chat) before servicing them. How do I make this possible?

Posted Feb 18, 2022 · Silas Johnson

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Silas Johnson commented,

CommentTeam members and groups

We have the growth suite. I'm finding it very difficulty to see who is technically an agent and who isn't. When you search in people inside admin portal, it aggregates light agents, contributors, admins, etc and calls them all agents under their profile photo in the list. This is very confusing. Is the only way to know who is registered as an agent to go into their profile and check their permissions individually? Does an agent count as an agent across all platforms of the suite? (ie agent for guide but same person contributor for support counts as 1 agent ?). 

Thank you!

View comment · Posted Feb 07, 2022 · Silas Johnson

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Silas Johnson commented,

CommentUsing the knowledge base in Help Center

We have a suite growth subscription. Is there any way to just upgrade GUIDE to enterprise without upgrading the whole suite subscription to enterprise? 

Thank you!

View comment · Posted Jan 31, 2022 · Silas Johnson

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Silas Johnson commented,

CommentSetting Guide roles and permissions

we have zendesk suite growth and these are my options. Why am I not seeing custom user segments?

View comment · Posted Jan 28, 2022 · Silas Johnson

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Silas Johnson commented,

Community comment Feedback - Ticketing system (Support)

Thanks for the response! For some reason, its all of a sudden working now! I did check spam initially and nothing showed up. That was the weirdest part, because I could also see that it was being sent from your end. Thanks for all the help, you guys are awesome!

View comment · Posted Jan 24, 2022 · Silas Johnson

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Silas Johnson commented,

Community comment Feedback - Ticketing system (Support)

it shows the email. Client never received it. Both automations have same html body, different text though. Thanks for responding. Here is also a screenshot of the trigger

View comment · Posted Jan 21, 2022 · Silas Johnson

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