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Sintya Pappagallo's Avatar

Sintya Pappagallo

Joined May 09, 2023

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Last activity Jul 10, 2023

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ACTIVITY OVERVIEW

Latest activity by Sintya Pappagallo

Sintya Pappagallo created a post,

Post Feedback - Help Center (Guide)
Pop Up Window Look for Article Recommendations

Our users are not understanding the options offered at the end of ticket submission. The language when read quickly is complicated and they are making mistakes by closing their tickets when their answers are not resolved.

We'd like to be able to customize answer bot pop-window look and text

Posted Jul 10, 2023 · Sintya Pappagallo

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Sintya Pappagallo created a post,

Post Feedback - Help Center (Guide)
Answer Bot Article Recommendations

It would be helpful and improve the user experience if you could have answer bot article recommendations open in a new tab instead on the same one, to avoid losing any data introduced in the form by the client. 

Posted Jul 10, 2023 · Sintya Pappagallo

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Sintya Pappagallo created a post,

Post Feedback - Ticketing system (Support)
Slack and Side Conversations

We have different departments sharing Zendesk and when configuring Slack and Side Conversations, we wanted to limit the viewing options of workspace and channels based on department. 

Posted May 15, 2023 · Sintya Pappagallo

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Sintya Pappagallo created a post,

Post Feedback - Help Center (Guide)
Bot Flow Builder and Help Center articles

Gail M (Zendesk Support)

May 8, 2023, 7:37 PM CDT



Zendesk response: Upon checking with our Team Expert, unfortunately, there's no native way to share specific articles via Flow Builder without having public articles.
 
Flow Builder does not currently support restricted Help Center articles. As a temporary workaround, you can add in the raw URL of your article into a bot message instead. However, this requires custom coding which is no longer part of our scope of support. We recommend reaching out to your own Dev/IT Team for its implementation. 

Customer request: Hard to believe we have to lower our security settings to none to be able to make the bot recommend specific articles from our Help Center.
 
When we turn off all the security settings and make articles and guide available to anyone, the bot settings work. We want to set up bot to recommend specific articles and for that to work, we do not want to open the door to the entire WWW for our articles. That is a terrible security practice and we are not willing to expose our company.  Now we paid for a feature in Zendesk that we cannot use. 

Posted May 09, 2023 · Sintya Pappagallo

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