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Anthony Severo

Joined Apr 13, 2022

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Last activity Mar 16, 2023

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ACTIVITY OVERVIEW

Latest activity by Anthony Severo

Anthony Severo created a post,

Post Feedback - Help Center (Guide)

We have restrictions on who can view which articles in Zendesk and embed the "Help Center" widget in our web application.

Anyone using our web application would also be set up in Zendesk as the appropriate user type, so all of our Help Center articles would be available to them.

The issue is that when the widget is embedded in our site, the widget only shows the publicly available articles (it does not know whether the user is logged into Zendesk or not).

Since those users would have Zendesk credentials, we would like the widget to show them ALL articles. If someone was not logged into Zendesk, they'd be prompted to log in before they could actually read that article. 

Posted Mar 16, 2023 · Anthony Severo

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Anthony Severo commented,

Community comment Feedback - Ticketing system (Support)

While I am personally looking forward to this reverting, I understand that others would like to customize, which is the impression we were given.

The follow-up from the PM Roundtable was "Admins should be able to select what shows up in tabs, whether they should display the ticket subject or requester name.", so that was the update I had been expecting.

View comment · Posted Mar 07, 2023 · Anthony Severo

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Anthony Severo commented,

Community comment Feedback - Ticketing system (Support)

JJ Miclat Are there any updates on the status of making this feature customizable? I felt heard at the Roundtable in October, but I don't believe there's been any news since then. Thank you!

View comment · Posted Jan 09, 2023 · Anthony Severo

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Anthony Severo commented,

CommentGeneral questions and issues about tickets

This app does not appear to delete closed tickets. The search does not return anything and Zendesk confirms in this thread that it does not include Closed tickets. Am I missing something?

View comment · Posted Dec 22, 2022 · Anthony Severo

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Anthony Severo commented,

Community comment Feedback - Ticketing system (Support)

I just started at a new organization that has the new Agent Workspace enabled and find ticket number to be more confusing to view vs subject line. 

Ideally we could customize the ticket tab however we'd like (ideally I could set this up to show ticket requester and subject line), but in general I feel the subject line would be a more helpful identifier vs the requester name.

View comment · Posted Apr 13, 2022 · Anthony Severo

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