Sam Fresia

We recently started moving some of our internal documentation into our primary help centre. Just as you mentioned, we set up a segment to limit visibility. We only put internal documentation related to supporting customers, but the idea is similar.

The nice thing about having it all in one help centre (for us!) is that from the agent view on tickets, you don't have to change any filters to show other brands, you can go right to searching to find both internal and external docs!

Thanks for saving me the effort of checking!

I'll look into the groups and see if we can leverage that on its own to achieve what we need from OOO.

Love this tip! If only triggers could check the agent assigned fields in addition to the requester fields, it would make the workflow much simpler. 

Is there any way to apply/remove this group automatically when OOO app is set to offline?

Is it possible to post in different slack channels based on the trigger? I had to implement an integration with Slack through Zapier to get notifications in different channels based on certain conditions in triggers (SLAs for specific groups)