Lisa Kelly

1. Zendesk updates
2. Announcements
3. Announcing the discontinuation of select Built-By-Zendesk apps

Thanks, Jahn, We've added this Chat role requirement to our documentation for native ticket redaction. See Redacting ticket content. 

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• Lisa Kelly
• Modifié 28 septembre 2023 16:07
• 0 vote

1. Support
2. ...
3. Ticket customization
4. Setting up contextual workspaces

Hi Naomi, Yes, agents only see what they have permission to see. This has not changed. I adjusted the wording a little to make this more obvious. 

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• Lisa Kelly
• Création 22 septembre 2023 15:33
• 0 vote

1. Support
2. ...
3. Ticket customization
4. Creating custom layouts to improve agent workflow (EAP)

Hi Diego,  Custom layouts do not include the ability to change interface colors. Have you tried configuring your own style sheet? See Making Zendesk products accessible. 

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• Lisa Kelly
• Création 18 septembre 2023 19:29
• 0 vote

1. Zendesk updates
2. Announcements
3. Announcing the discontinuation of select Built-By-Zendesk apps

Hi Peter, With native ticket redaction, you can redact attachments and inline images. See example below in the series of screen captures. For the full article, refer to Redacting ticket content.The...

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• Lisa Kelly
• Modifié 18 septembre 2023 16:09
• 1 vote

1. Agent guide
2. Ticket basics
3. Writing drafts of public replies in tickets

Hi Michael,See Why is Zendesk making this change? in the Announcement. If you have comments about this feature, provide your feedback on our Community site: Draft mode in composer - We want your fe...

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• Lisa Kelly
• Création 14 septembre 2023 18:03
• 0 vote

1. Support
2. ...
3. Ticket customization
4. Creating custom layouts to improve agent workflow (EAP)

Hi Scott, The feature you mention is not available, yet. We'll update the documentation when it is ready for EAP.  Release date TBD. 

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• Lisa Kelly
• Modifié 11 septembre 2023 15:39
• 0 vote

1. Support
2. ...
3. Getting started with the Zendesk Agent Workspace
4. Resources for upgrading to the Zendesk Agent Workspace

Hello Martin,  Zendesk is encouraging all customers to migrate to the Agent Workspace. It's the Zendesk interface of choice going forward and we have plans to discontinue the older interface. See W...

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• Lisa Kelly
• Création 7 septembre 2023 17:42
• 0 vote

1. Agent guide
2. Ticket basics
3. About the Zendesk Agent Workspace

h_sz_ke The text does not "disappear." It remains as part of the internal note. See Saving drafts across channels for more information. Zendesk does not recommend using internal notes as drafts. It...

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• Lisa Kelly
• Modifié 5 septembre 2023 00:19
• 0 vote

1. Agent guide
2. Ticket basics
3. About the Zendesk Agent Workspace

Hello h_sz_keWe're sorry you don't like the new interface. Zedesk is aware of the conversation thread issues. It's a common request from customers.  For your Talk issue, this may help: If you aren'...

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• Lisa Kelly
• Modifié 1 septembre 2023 15:53
• 1 vote

1. Support
2. ...
3. Getting started with the Zendesk Agent Workspace
4. About automatically upgrading

Hi Chris, Please contact Zendesk Customer Support to get clarification on your issue. The content in ticket comments and the ticket event log are not altered by the upgrade. Both are still searchab...

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• Lisa Kelly
• Modifié 31 août 2023 18:57
• 0 vote