Zac
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Activity overview
Latest activity by Zac-
Zac commented,
Stephen Belleau I was actually thinking of something similar - limiting search scope for KC by label or section, based on some attribute of the ticket such as Ticket Form, Group, or a custom field....
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Zac commented,
We see it as probably working as an account-wide configuration. However, we find that we prefer to make user level tweaks in almost all cases wherever it's made possible in the product. If you allo...
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Zac commented,
Hi Ryan, We would expect it to have its own brand search configuration. Would love to communicate at a private level to share more details of our use case. We actually have a lot of feedback over t...
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Zac commented,
This is pretty cool. Does it also impact Knowledge Capture search and Answer Bot for Agents? I can see this being more useful for our agents than for our customers.
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Zac commented,
Hi all, These release notes indicate that this functionality is being developed and is releasing to EAP soon: https://support.zendesk.com/hc/en-us/articles/360036085754-Release-Notes-Through-2019-0...
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Zac commented,
Thanks Kyle - yep I knew that was completely impossible as it currently stands, and would love to see some improvements to the product that allow for it.
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Zac created a post,
[Out of Office App] Allow Team Leads to Change Agent Status
We have a large number of agents in our Zendesk, operating across several locations. Frequently, we will need to engage the OOO status using the OOO App on behalf of one of our agents, especially i...
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Zac commented,
Thanks for the recommendation here Pedro. It's ONE workaround but really doesn't provide the feedback in the moment / in-experience. So while it helps maintain data integrity, it doesn't give the a...
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Zac created a post,
Answer Bot for Web Widget - Tracking Ticket Reopens
Hi all, Curious if there are any creative solutions within the community for tracking ticket opens following an Answer Bot inquiry in the Web Widget. All solves come in from an anonymous user, so i...
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Zac commented,
The Connect announcement is exciting! The Guide article hyperlink directs to an article preview instead of a published article. Can you please update it?