Helen Bigerstaff

Wojciech Smajda Is there any update on this please? It is really causing us a lot of additional manual work. It feels like the use of Problems could massively help but with the lack of ability to report and also only being able to add public comments to all tickets if you are solving the problem (rather than also being able to send progress updates) is making this functionality unusable.

When agents in another location try to open Advanced Search, they only receive a blank screen. Other areas within the agent worlspace open correctly. Are there any specific access (other than the role and group permissions) that they need? Or additional firewall rules?

Overview of your product feature request or feedback and note who in your org is affected by this issue 

I would like to be able to view the text of a public reply sent to a customer in the event history. This is only possible when teh text is written in the trigger, if dynamic content is used instead this is not possible as we just see the name of the dynamic content. For a multi-lingual system this is unhelpful for the Agents.

What problem do you see this solving? 

Agent team is unable to see the system generate messages to customers and does not have the full conversation history to be able to best respond.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? 

This problem happens on a daily basis. This is critical for our our agents need to be able to view teh full conversation and limits how much automation we are able to add to the system

Are you currently using a workaround to solve this problem? 

Yes, we have to manually document every response that could be sent with dynamic content.

What would be your ideal solution to this problem? How would it work or function? 

I would like to see the Text that was sent to the consumer - ideally in the agents language, however even if it was the original text sent that they could translate.

The Draft mode is great as it is too easy to accidentally send a message publicly when meaning to craete an internal note - would be better if admins could make the use of it mandatory for all agents

If the chatbot also uses outside sources we would need the ability to disable that please as we would be at risk of unapproved or inappropriate answers being generated

Rather than using a full email domain (such as gmail.co.uk) is it possible to assign all that end ‘co.uk’ to a specific organisation by entering .co.uk in the Domain field for teh Organisation?

Making Linked Problems queryable by macros / triggers / automations is essential to making the best use of linking incidents to problems. I'd also add the ability to update using bulk edit. Thanks

Is there a way to insert dynamic content into a Knowledge Article?

can you tell me what would happen if our facebook page had an @ mention on another page please? Would this create a ticket also?