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Rick N.

Joined Nov 03, 2021

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Last activity Jan 22, 2024

Zendesk Customer Care

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ACTIVITY OVERVIEW

Latest activity by Rick N.

Rick N. commented,

CommentBusiness rules
Hi Brandon‍ ,
 
In order to investigate your issue further about triggers , I'll need to take a look inside your account. Right now the Account Assumption feature is disabled, but if you change the account assumption setting to “Enabled” you can grant me temporary access to troubleshoot the issue within your account. Please note that when you change the setting of this feature, all administrators listed on your account will receive a notification email.
If you’d like to enable this, please follow these instructions to access your settings. It would be very helpful if you were able to set access to at least “one week” in the event that this ticket needs more time to be assisted. Once enabled, please respond to this ticket and I'll be happy to help the best I can.
 
Also could you give me a ticket # which had this trigger fired on this particular situation so I can replicate it too once I got in to your account.
 
Cheers!

View comment · Posted Nov 03, 2021 · Rick N.

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Rick N. commented,

CommentUsing the knowledge base in Help Center
Hi Peter,
 
Thank you for reaching out to Zendesk Support Advocacy team. My name is Rick​ and I'll be assisting you today.
If I understand this correctly, then this is the best guide to follow on adding Category : Adding Multiple Category, Section, Article
 
On the other hand, if you wish to do it via source code it would be best to coordinate it with your devs team as we provide limited support to customization specially via source code.
 
Hope this helps. Should you have further concern, feel free to respond on this thread.
 
Cheers

View comment · Posted Nov 03, 2021 · Rick N.

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Rick N. commented,

CommentBusiness rules
Hi Jose,
 
Thank you for reaching out to Zendesk Support Advocacy team. My name is Rick​ and I’ll be assisting you today.
If I understand this correctly then the properties you’re pertaining to(public or private) is the reply type whether its public(your actual response in a ticket to a customer) that your end-user can see and private(internal) that only your staff can see.
On the article where you last commented : Zendesk Support placeholder reference this will be the placeholder you'll need. Please see image below ;

And do not forget to add the double curly brackets for the system to identify these placeholders.
 
Let me know if this helps. Im looking forward hearing back from you. Cheers!

View comment · Posted Nov 03, 2021 · Rick N.

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