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Mohit Sanyal

Joined Dec 23, 2021

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Last activity Sep 07, 2022

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Latest activity by Mohit Sanyal

Mohit Sanyal created a post,

Post Feedback - Ticketing system (Support)

The triggers and automations should have a capability to enter individual as well as distribution lists email IDs for any notifications to be sent out. As per our used case, a different set of people who are required to work outside Zendesk (not having agent licenses) need to receive an email on the ticket been raised. Now, with the current capabilities, the Action in the trigger either allows an email to be sent to a group or an user (agent). Zendesk needs to understand this need of having emails also sent to domains that are whitelisted in the allow list. 

Even having 'requester and cc' option calls for a risk because there might be scenarios where you have to provide regular internal updates but using this option, if a ticket is raised by a customer, he/she gets to know what all is internally happening, which at times is not acceptable.

Edited Sep 07, 2022 · Mohit Sanyal

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Mohit Sanyal created a post,

Post Feedback - Help Center (Guide)

Hi Team,

I am observing our business user requests, where they require the KB article categories to be restricted to their specific business units. Currently we have the restrictions at article level where either of signed-in users, everyone or agents can gain access to the KBs. However if we can have a feature where we can restrict the entire category of the KB and provide a particular user-segment to access that category of KB, then it would be much easier.

Can you provide your agreement to this?

Posted Aug 03, 2022 · Mohit Sanyal

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Mohit Sanyal commented,

CommentSetting up Zendesk Guide

Is there a possibility to add restrictions at the category levels? Are there any plans to incorporate this feature. Restricting the access at article level is at times a cumbersome exercise.

View comment · Posted Aug 03, 2022 · Mohit Sanyal

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Mohit Sanyal commented,

CommentHow to manage the help center

Hi There!

I am doubtful about the access (Visible to) option present in the article editing settings. I recently came across an issue where if I had to cross reference an article within a BOT workflow builder for a messaging (BOT) channel, where it was required for me to remove the 'signed-in user' option from article, which means the article will now be accessible in case anyone has access to the help center link.

Is there a way we can achieve the below two areas:

1) Can articles links be referenced in the workflow builder even when the Visible to is set to  'Signed-in Users'? This may solve the entire purpose of restrictions.

2) If the Visible to is set to Everyone, is there a way to restrict the KB articles to any person who is just browsing the help center without signing in?

Thanks

 

View comment · Posted Dec 23, 2021 · Mohit Sanyal

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