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Adhésion le 16 oct. 2021

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Dernière activité le 26 sept. 2024

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Support Admin a ajouté un commentaire,

Commentaire de la communauté Feedback - Help Center (Guide)

This is great, and I was ready to sign us up for EAP. But I see it is only available to top tier plans. I don't understand why such a very basic feature (transclusion) would only be available at the Enterprise level, a level for which there is no public pricing. And like another poster, I have proposed moving all our KB to Drupal which can support this kind of feature out of the box.

Are there plans to make this available to all plans? 

Afficher le commentaire · Modification le 26 sept. 2024 · Support Admin

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Commentaire de la communauté Feedback - Ticketing system (Support)

Coming up on seven years that this request has been open. Again, seems a fairly basic feature.

Afficher le commentaire · Publication le 10 mai 2024 · Support Admin

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Commentaire de la communauté Feedback - Help Center (Guide)

Because it seems that ZD will never support this extremely simple feature, and if they do, it will only be for Enterpri$$$e customers, I have proposed to my company that we move to having our KB be hosted in Drupal where we have much more control, and can easily support this function plus shared blocks of content.

Afficher le commentaire · Modification le 21 févr. 2024 · Support Admin

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CommentaireTriggers and automations

Hello @...,

No, I did not try the custom field approach because it won't work for assigning a user to a user segment. That assignment is only based on "real" tags (no support for user fields). In other words, this method doesn't accomplish what the title says.

All this method does is to provide a way to initiate a trigger based on a custom user field (sort of the wrong direction ;-) ).

So is there another way to add a user to a user segment via a trigger?

 

 

Afficher le commentaire · Publication le 27 oct. 2023 · Support Admin

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CommentaireTriggers and automations

Sorry, but I am not seeing how this adds a tag to the user profile. Are some steps missing?

My use case (as it is for many others) is to trigger off the user tag to assign a user to user segment (which only works off tags, and not any other fields), for example, to control visibility to articles.

How can automatically add a tag to the user profile?

Afficher le commentaire · Publication le 25 oct. 2023 · Support Admin

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CommentaireTicket management

The view condition "Ticket: Requester" seems illogical. If I set this condition, I cannot select any requester who is a user, or what is 99.5% of the situation. I can only select an agent, but I already have the condition assignee for that. Does NOT seem useful at all? What am I missing?

My use case is I want to filter out test cases from user TEST. But cannot do that with the condition which seems like it should.

Afficher le commentaire · Modification le 09 août 2022 · Support Admin

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Support Admin a ajouté un commentaire,

CommentaireMeasuring success

Is this article still accurate? I don't see anything like this in my instance. Yes I can go to Account and Reports, but I have to create a Report first with limited settings, and then I can export, but only to CSV and XML, no JSON.

We are on Suite Growth, BTW

Afficher le commentaire · Publication le 04 août 2022 · Support Admin

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Commentaire de la communauté Feedback - Help Center (Guide)

Just a little late for this topic's 10th anniversary!

Afficher le commentaire · Publication le 04 août 2022 · Support Admin

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CommentaireSetting up Agent Workspace

How do we test the new workspace if we do NOT have access to the premium sandbox?

Afficher le commentaire · Publication le 27 juil. 2022 · Support Admin

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CommentaireSetting up Agent Workspace

One, we don't need any of the enhancements. We only handle tickets, and do not support any other support channels (no calls, no chats). My concern is that we have custom app, tickets, triggers and macros, so very concerned that this "upgrade" will break our existing flows. Is there a technical checklist that covers these aspects that might be impacted? Can we opt out of this upgrade?

Afficher le commentaire · Publication le 27 juil. 2022 · Support Admin

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