James

Is there any update on this?

We have a ticket group that is private and only visible to a few agents so the majority of our agents have the “Only tickets in agents groups” set against their user rather than “All tickets”. This works great, but without the “All tickets” these agents cannot see the Suspended or Deleted views. We need them to. When is this going to be fixed as its a year later and still not been sorted :)

Marcos Malagón please remove the public email address posted on the above, we do not need to see this.

Thanks

We already have our own phone numbers registered in our Twilio account.

We'd like to retain the control over these and do not wish to port them over.

As you also use Twilio, can we just set our number up to point to your service in the same way you set up numbers in Twilio? We can configure them just the same...

Thanks

Amisha Sharma yes, is this ready to be released now? We've been waiting so long and it will make such a positive impact. Thanks.

Hi Dane

What about the Present options and Transfer to agent steps too?

As an aside, is there a built-in way to ask the user to type in their query and have the bot / flow search for articles automatically instead of having to do it the way I am or using the static Show articles step? I know there is a "Fallback" option which will search the articles if the user types something that isn't matched, but that then messes up the rest of the flow and you can't continue.

Thanks

Can anyone help with the following?

In our answer bot flow, we are asking the user to type their query in a few words (free text field) and then submitting this query, using the "Make API call" step, to the Article recommendations API https://developer.zendesk.com/api-reference/answer-bot/answer-bot-api/article_recommendations/. We're doing this mainly because there is no built-in step, in the answer bot flow, to allow the user to search articles. This works fine, and we're storing some of the variables in the API response to then use in future steps.

However, there are so many steps in which we can't use these placeholder variables. For example, we want to show a carousel with the variables of the returned Article Title and URL stored variables, but it doesn't allow you to use the {{ }} tags.

How can we use the placeholder variables in the following steps:

Present options - placeholder variables can be used in the Bot message area, but not the Options.

Carousel - placeholder variables can only be used in the Title and Description, and not the button link, button text, image link or image description. In my example above, I want a carousel where I can display the Article title as the Title, and the Article URL as the button link:

Transfer to agent - I want to be able to add tags to the ticket with the placeholder variables.

Why can't these be used in these places to offer a more dynamic experience?

Thanks

I wanted to ask about a problem I've been having which is really frustrating. We noticed soon after migrating to Zendesk that on some occasions, emails that a member of our staff send to our Zendesk system in order to create a new ticket are being marked as spam and this in turn suspends the member of staff automatically. This means they cannot raise further tickets until we realise and manually recover the suspended ticket and unsuspend their account.

I've added our company domain to the email allow list but it is ignored, it still randomly marks as spam and suspended them. This is not acceptable; we want to ensure that any mail sent from our own domain is allowed through and we'll judge whether or not it is spam, but what is not acceptable is the suspension of their account.

Please advise.

Amisha Sharma what is the latest on this please?

Thanks! Sorry I missed this in the article!

To confirm, I can permanently block full domains like so:

reject:domain.com

Thanks,

James

I've added a number of prolific spam email addresses to the blacklist on the People > End-users page however they are still being shown as "blocked" in the suspended ticket list. How can we completely block these so they don't even get processed at all? I don't want to have to trawl through the same spamming emails every day etc.

Thanks

James