Rafael Santos

1. Community
2. Zendesk Explore Beta - New Dashboard builder
3. Image component for the new dashboard builder - Gathering interest

We're using the image component to both add branding to our dashboards as well as add custom information that helps the viewer understand what they're seeing. (When the text component isn't enough,...

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• Rafael Santos
• Created August 03, 2022 11:38
• 1 vote

1. Zendesk updates
2. Announcements
3. What's New quarterly roundup: August 2022

New conditions and actions for triggers These will be huge for us. Could you please clarify what's the rollout period for the Attachments condition? I've just checked and we already have the new ...

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• Rafael Santos
• Created August 01, 2022 12:50
• 3 votes

1. Zendesk updates
2. Announcements
3. Announcing removal of the Zendesk-Gravatar integration

Hi Brett Elliott, Is there a way to identify which avatars were provided by Gravatar? We'd like to list those in advance for our agents, asking them to replace impacted avatars respectively beforeh...

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• Rafael Santos
• Created July 28, 2022 03:28
• 0 votes

1. Community
2. Feedback - Ticketing System (Support)
3. @ mention agent Groups

Child-ticket Side-conversations assigned to the needed group would address the Consultation use case.These can then be filtered in Business Rules by their own channel "Side-conversations", having t...

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• Rafael Santos
• Created July 27, 2022 23:37
• 0 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Need feedback on the release of a Markdown enhancement in Agent Workspace

Great update! Making it easier to copy formatting directly from Slack, as an example. Amisha Sharma, the link in the text seems to be broken due to that article's permissions. For more information...

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• Rafael Santos
• Created July 27, 2022 23:28
• 1 vote

1. Zendesk updates
2. Announcements
3. Announcing permissions change to editing organization memberships

Alina Wright, +1 on Tiffany King's message. Likely restricted to your Google Workspace. Settings > Responses > Requires Sign In > Restrict to Zendesk and its trusted organizations.

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• Rafael Santos
• Created July 27, 2022 22:54
• 1 vote

1. Objects and rules
2. ...
3. Workflows
4. Understanding Liquid markup and Zendesk Support

Hey Adam and @..., I've played around with those and found its solution (proof below). The following will work for your example: {% if ticket.organization.custom_fields.key_account_cse == true %}Ye...

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• Rafael Santos
• Created July 27, 2022 21:03
• 0 votes

1. Zendesk updates
2. Announcements
3. Announcing localization of macro names

How do these impact macro categories? Will the category be determined by the Dynamic Content's item's default language, by the Dynamic Content's item in the account's default language, by each item...

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• Rafael Santos
• Created July 14, 2022 16:51
• 0 votes

1. Zendesk updates
2. Announcements
3. [OPEN BETA] Announcing a new request list experience Open Beta with improved filtering, sorting and column management

Thanks for the update, Gorka Cardona-Lauridsen. It's looking great for us! I've followed the latest release's template, replacing everything in the requests_page.hbs with these 7 lines <div class="...

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• Rafael Santos
• Created July 04, 2022 13:21
• 0 votes

1. Zendesk updates
2. Announcements
3. Announcing the agent connectivity feature for the Agent Statuses EAP

Steve Plichta, that should be the case, though the "Email capacity" and "Messaging capacity" limits would take care of it as expected.

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• Rafael Santos
• Created June 28, 2022 15:05
• 0 votes