Lila Kingsley

1. Zendesk updates
2. Announcements
3. Announcing enhanced custom role permissions for ticket deletion and redaction

Also, want to ask about the redaction permission--does this only control native redaction in the Agent Workspace or does it also control the redaction app?  We're not on the agent workspace yet so ...

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• Lila Kingsley
• Modifié 23 janvier 2023 17:12
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1. Zendesk updates
2. Announcements
3. Announcing enhanced custom role permissions for ticket deletion and redaction

Alina Wright, echoing Matthew and CJ above, we'd also like the delete decoupled from mark as spam.  We only grant a small number of corporate users the ability to delete.  But, we would want to gra...

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• Lila Kingsley
• Création 13 janvier 2023 01:23
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1. Guide
2. ...
3. How to customize the theme of the help center
4. Selectively hiding Help Center components using Curlybars

Lisa Sedlak we did something similar in our public help center.  We hid specific articles  from displaying in Category, Section and Article sidebar navigation cribbing Jake's code from his article_...

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• Lila Kingsley
• Modifié 9 janvier 2023 20:45
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1. Guide
2. ...
3. Working with articles in the knowledge base
4. Assigning or reassigning articles with Team Publishing

Hi I am testing team publishing in our sandbox and just want to advise there seems to be a mistake in this article.  It says in several places that only guide admins can see the lists but other use...

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• Lila Kingsley
• Création 7 janvier 2023 00:27
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1. Bots and automation
2. Custom bots (Flow Builder) documentation
3. Understanding answer flow step types

FYI for Jeremy and anyone else who may be interested in upvoting, I've created a feedback post requesting that Zendesk improve the agent transfer experience in Messaging for the end user: 

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• Lila Kingsley
• Création 19 décembre 2022 21:35
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1. Agent guide
2. Ticket basics
3. Changing a ticket comment from public to private

bill cicchetti, this is intended in the Agent Workspace.  See this section of the "Composing messages in the Agent Workspace" article.  Basically you now can compose messages for multiple reply cha...

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• Lila Kingsley
• Création 19 décembre 2022 17:20
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1. Agent guide
2. Additional ticket channels
3. Using the notifications list to manage conversations

Arianne Batiles, is there a way to disable/hide it?  It's an odd user experience to show it to agents when the account doesn't have the underlying required functionality enabled.   I poked around a...

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• Lila Kingsley
• Création 5 décembre 2022 17:15
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1. Agent guide
2. Additional ticket channels
3. Using the notifications list to manage conversations

Hi, I have just enabled the Agent Workspace in a sandbox.  We have chat only (no messaging and no social channels), but, I see the Notification list icon.  Should it be appearing?  Seems odd since ...

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• Lila Kingsley
• Création 1 décembre 2022 03:04
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1. Explore
2. ...
3. Viewing and using dashboards
4. Overview of the Explore live dashboard

Just to clarify about chat + messaging (and following up on Ola's question here Dave's reply here) you can report live data for chat AND messaging just not in the same dashboard?  I read somewhere ...

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• Lila Kingsley
• Création 29 novembre 2022 02:14
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