Kate

We have noted since the introduction of private groups and permissions restricting users from access to private group tickets that users can no longer export the results from the app. Is there a way to resolve this?

I would expect that the app understand the restrictions of the role and not let them download private group data but still allow the export of tickets from public groups. Any help would be appreciated.

Hi all, I +1 this as well, specifically being able to designate by group, although I can see why brand and ticket form are important as well.

I told a team all about this feature and learned it would be critical to them onboarding any additional workflows. However, their custom status are unique to their group and the others would not appreciate having them in the way of their workflow. 

Happy to discuss in more detail.

This would be a major need for our group too. Thanks Sydney for posting bringing this up.

@... for our groups the article you linked doesn't resolve several issues that this is trying to address.

A few of the things that currently require Guide Admin that we are looking to separate:

• Add, edit, or delete categories and sections
• Reorder articles, sections, and categories
• Edit or delete comments on articles
• And many other in Gather ...

These items should not be connected to the overall settings for Guide including editing the code base for the theme, overall guide settings, etc.

To avoid giving the more critical permissions to business partners, content writers, etc. we have to do the work ourselves which creates additional work that should be able to be delegated.

It's unfortunate that Zendesk does not understand the concerns being expressed here and the unwillingness to address it keeps further adoption of Guide in our org impossible. Today we utilize other tools for externally facing KB that we can control more granularly and only use Guide for internal KBs. 

I agree. We definitely have a need for these items within our org. Also, because these needs are are different from person to person anything implemented in this vein needs to be able to be modified at the agent level. As Sydney said Dark Mode and the variable levels are something agents go looking for but because they are not optimized for Zendesk it creates a bad UX for agents.

Hi @.... Based on the pinned comment we should have expected a resolution to this issue by now. Do you have any insight into when we will see this change made? We have a few different customers internally that this impacting, and we would like to send them an updated timeline. Thanks.

Hi, this is a need we also have as well as the Support API. We have submitted a ticket and is also going to product and VoC. This is an important feature for large and small organizations.

This comes up regularly for us and the need to create triggers that create tags is a hack.

This is something that has been an issue for us for awhile.  An update that would include this ability would be extremely welcome.  The level of effort to locate the previous group and assignee is high and teams could save a tremendous amount of work if this were possible.

This is also a major pain for us. 

Example When an agent is searching for a macro called "Water Park Operating Hours" they commonly want to search for Park Hours and this does not populate the macro.  While we can change the name for this one macro this does not help us if an agent is looking for it by Water Hours or is now searching for Operating Hours out of habit.  This is one of 500 macros that could be causing the same search issue.