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Scott Franke

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Activity overview

Latest activity by Scott Franke
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    Scott Franke commented,

    Is there an api endpoint for just deleting attachments from the chat transcript without deleting the whole chat? Or do you need to just use the Update Chat endpoint? https://developer.zendesk.com/r...

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    Scott Franke created a post,

    Chat opener message

    I have noticed on the various Zendesk support sites that when you open the web widget you immediately get a couple messages from the Answer Bot. We don't have the answer bot but I am trying to recr...

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    Scott Franke created a post,

    Confusion with Explore Time Filters

    I am trying to use time filters on a dashboard but getting sort of strange results. The problem may be that I am trying to use two of the same metric, one excluded from the time filter and the othe...

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    Scott Franke commented,

    We recently upgraded to the latest version of this app (from the v1 Oops app). I am hoping someone can clarify the expected behavior of the Premium plan. I've configured our app to allow automatic ...

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    Scott Franke commented,

    Emmaleigh already posed this question sort of but I'd like to get some clarification. With the introduction of CCs and Followers, there is an Add Follower action for macros. This replaced Add CC si...

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    Scott Franke commented,

    I am wondering if the permissions to view archived articles has changed anytime recently? We have some agents who said they used to be able to see archived articles but no longer can. From what I c...

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    Scott Franke commented,

    Hi Nicole -  Yeah, that is sort of the problem. Not only did the updates not save, there is no record of them even happening in that list of revisions. For all intent and purposes, it looks like it...

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    Scott Franke created a post,

    Article update missing

    I have received a very strange report from one of our agents that he updated a Knowledge Base article yesterday and this morning his updates are gone. He assured me that it saved because another ag...

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    Scott Franke commented,

    The article mentions that legacy CCs on existing ticket are automatically moved to followers if agent or light agent. My question is what happens to legacy CCs if followers is not enabled during th...

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    Scott Franke commented,

    I'm curious how this new functionality handles removal of ticket fields from a form or field options from ticket fields, especially when those are used in a condition. The CFA had some issues with ...