Dan Ross created a post,
Hi Zendesk, We'd like to track any API calls made by agents from outside any Zendesk UIs. It's come up that a clever agent can use their session data from their cookies to make API calls to Zend...
Dan Ross commented,
!!! Thanks very much Dwight, that's great news!
Dan Ross commented,
Is there a way to URL encode placeholders? We want to send data to an external service, but things like {{ticket.title}} cause the request to fail because they're not encoded in the expected manner.
Dan Ross commented,
Agreed and upvoted. There was a lot of dialogue about Views about a year back with Zendesk being engaged in collecting use cases. Adding this feedback there is a good place to centralize it and ma...
Dan Ross commented,
Daniel, you've nailed this summary! The redaction tooling really needs this kind of care and attention, especially given the arrival of GDPR. Having to delete tickets to remove a single string cont...
Dan Ross commented,
Stephen, you're an absolute legend. Thanks so much! The headaches not being able to see what agents see, or log out inactive chat agents has been a real one, especially with a team across 5 offices...
Dan Ross commented,
We're on Enterprise. I'd be surprised if it was feature-locked to a higher tier. Just to make sure, we're talking about assuming into the user's account in Support, and then entering Chat as that ...
Dan Ross commented,
Hey Stephen, Once upon a time, admins could do this, but the feature got removed. We can now only do this to end-users, not agents. If you know of another way, please let me know!
Dan Ross commented,
This has caused damage when used with the Personal Macros feature especially. I posted a comment about this over a year ago (I tried, but can't find the thread.) A PM at the time seemed interested ...
Dan Ross commented,
On the one occasion we absolutely had move an agent offline, we called Zendesk Support, who can assume into the agent's account and change the status for them. It's tedious and sub-optimal. I agre...