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Paul K
Incorporación 15 abr 2021
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Última actividad 20 feb 2025
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Paul K hizo un comentario,
Multiple triggers adding separate notes don't appear to be possible. Is this intentional or a bug? It could previously be achieved with the webhook method.
For example, I have one trigger that fires if an Org has text in an ‘Important Account Notes’ field. The trigger adds an internal comment that displays the important account notes.
I have a separate trigger that adds an internal note mentioning if an account is using a particular version of our software. That trigger fires if the account has a certain value in a specific Org field.
If both of the above are true for an Org, only 1 internal comment is left (whichever is first in the Trigger order) rather than 2 comments.
Is it intended behaviour that only one comment can be added in a single instance?
Ver comentario · Publicado 07 feb 2025 · Paul K
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Paul K hizo un comentario,
It'd be helpful if this article showed what it looks like from an agent's perspective when they are ending a session.
It would also be great to know if it's possible to end a session via Triggers and/or Macros. As a use case, when a ticket is escalated to another team for further investigation, the agent will likely need to end the session, as the conversation won't continue until another team has picked it up and done their investigation. Being able to include that in a Macro and/or Trigger means the agent doesn't need to remember to end the session every single time they escalate a ticket.
Ver comentario · Publicado 16 ene 2025 · Paul K
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Paul K creó una publicación,
Hi there,
With the new editor, I've noticed that copying and pasting an image into an article results in it being added within a ‘
This is causing issues with paragraph spacing, where anything added after is added with no paragraph spacing and instead added immediately after the image.
Previously, when adding an image this way, it would be added within its own paragraph, which resulted in appropriate spacing.
Please revise this as it is impacting the readability of our articles.
Thanks!
Publicado 16 sept 2024 · Paul K
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Paul K creó una publicación,
We like to keep our help articles in line with our branding, which involves using specific hex colours for headers. Before getting EAP access to the new editor, we would need to apply the colour to each header in the HTML editor.
We now have EAP access to the new editor, and I noticed the Font Background Colour tool has a ‘Color picker’ option.
However, the same option does not exist for the Font Color tool.
For added improvement, it would save us even more time if we could save a custom colour palette so we could quickly highlight a header and apply our brand colour.
Publicado 13 sept 2024 · Paul K
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Paul K hizo un comentario,
It would be great to know if changing the default chart colors affects reports that have already been created or if it only applies to reports created after the default colors have been changed.
Ver comentario · Publicado 25 jun 2024 · Paul K
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Paul K hizo un comentario,
Hey Tetiana Gron
Do you have a response with regard to previous questions in this thread around logged in users and why that's necessary for this feature to work?
We'd love to enable the feature, but we also don't require users to sign in to use our help center.
Ver comentario · Publicado 15 may 2024 · Paul K
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Paul K hizo un comentario,
Hey @...
It would be ideal if you could make the Assignee in the Slack integration mandatory. I mentioned it in a previous comment in this thread along with the reason why - https://support.zendesk.com/hc/en-us/articles/4408843621530/comments/4413184443802
This would be an additional ask, but the ability to allow a configurable/restricted list of Macros in the Slack app would also be absolutely amazing. We use Slack integration as a means for our internal non-support teams to log a support ticket on behalf of our customers. Oftentimes, along with the Assignee field being left empty, the ticket won't contain enough information, which leads to the support agent having to go back to the person who raised the ticket to get more info (which results in a delay for the customer). Being able to create some Macros that are only applicable in the Slack app would mean our non-support teams would know exactly what info they need to apply based on a template, and it would also be easier for new-starters to use for that same reason.
Ver comentario · Editado 12 dic 2023 · Paul K
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Paul K hizo un comentario,
Ah! I jumped the gun and went in to test it on an English-language article, thinking the AI would detect the language of the highlighted sentence.
I tested there in another locale, and it's working! Thank you! We're excited to see how much this will help. We also use Notion in our org, and I've been occasionally using the AI functionality to help with content creation. It'll be nice to be able to do that directly in Guide now! 🙌 Thanks again!
Ver comentario · Publicado 17 nov 2023 · Paul K
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Paul K creó una publicación,
At the moment, generative AI in Guide appears only to support English.
I understand it's in early access, but will more languages be supported at launch?
Publicado 17 nov 2023 · Paul K
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Paul K hizo un comentario,
Finally! 🙌 This is fantastic news. Thank you Walter Bellante
Ver comentario · Publicado 28 sept 2023 · Paul K
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