Avital Raysh

Hello,

I reached out directly to the support team of the application, "Download All Attachments".

They confirmed it's a bug, and currently working on resolving the issue.

Thank you.

For the first time in years, I am seeing the following message next to one of the installed apps:

"Registration required

Lisa Kelly We are testing the Agent Workspace before we are forced to complete the update to Agent Workspace. We are not using any redaction app. I will contact support.

Lisa Kelly I just completed a test with a non-admin user, on our TEAM plan, and he was able to redact information in the tickets (after we were told agents should not be able to on a TEAM plan).

Can you please create a support ticket for me and have a manager contact me on this. We need to get this resolved.

We are not using Chat (we don't even have it installed) so the update to Agent Workspace is totally unnecessary. We are now in the processing of finding a work-around.

At the very minimum, to avoid issues, I expect the role set up to become available on the TEAM plan before we are forced to change to Agent Workspace, so we can eliminate the possibility of any redaction of information, since there is no way to undo the action once a redaction is done.

Thank you!

Lisa Kelly As an admin under the TEAM plan, I was able to use the redact option on tickets when I tested the feature. There was no way for me to test this for agents who are not admins and did not know they will not be able to use this feature (which is great news). I will complete additional testing before we are forced to complete the update to the Agent Workspace, and message back in case we are still seeing an issue with the redact feature. Thank you!

Lisa Kelly I believe the above solution for this is only available for certain plans.

Please provide a solution for the team plan. Thanks!

This can seriously hurt our current processing. How can I turn off the ability to redact for certain roles or all agents who are not admins? 

Devan La Spisa when will we be able to unmerge tickets? This will be super helpful!! Thanks.