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Anthony Severo's Avatar

Anthony Severo

Incorporación 13 abr 2022

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Última actividad 16 mar 2023

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Última actividad de Anthony Severo

Anthony Severo creó una publicación,

Publicación 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. 

Publicado 16 mar 2023 · Anthony Severo

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Anthony Severo hizo un comentario,

Comentario de la comunidad 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.

Ver comentario · Publicado 07 mar 2023 · Anthony Severo

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Anthony Severo hizo un comentario,

Comentario de la comunidad 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!

Ver comentario · Publicado 09 ene 2023 · Anthony Severo

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Anthony Severo hizo un comentario,

ComentarioGeneral 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?

Ver comentario · Publicado 22 dic 2022 · Anthony Severo

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Anthony Severo hizo un comentario,

Comentario de la comunidad 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.

Ver comentario · Publicado 13 abr 2022 · Anthony Severo

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