Shaun Luong

That is hugely disappointing. You have the capability of adding users to an organization from the Organization view, but not to remove them?

So is the only way to do so is multiple clicks for every user from the Organization view, going back and forth between it and the user profile? That is so tedious!

Yet another reason to leave Zendesk.

How do you remove users from an organization?

Rina and Dane, Done:

https://support.zendesk.com/hc/en-us/community/posts/5734197029402-Allow-URLs-and-formatting-in-Proactive-Messages

Feature Request Summary:

Zendesk Support should allow URLs and text formatting in Proactive Messages.

Description/Use Cases:

Proactive Message contains hyperlinks to specific webpages, which are usually of the format

https://website.com/my/webpage/link

Currently, Proactive Messages only allow plain text and any "/" characters will cause the error "Messages can't include scripts". Ideally, URLs will become clickable links. At a minimum, allow "/" characters and pass them as non-special characters so the hyperlinks appear as text in the Proactive Message.

Business impact of limitation or missing feature:

This is critical for our business as our Proactive Messages will announce the release of new software, which is accessible only by website URLs.

The URL is not a script. Apparently, any URL or text with "/" is unacceptable. Most URLs have "/" in them except domain names.

Zendesk should allow characters like "/" and treat them as text strings, not scripts or formatting, in proactive messages. What would be better is if Zendesk actually treated the URLs as clickable hyperlinks.

Hi Dane,

I don't understand your answer. When I tried to enter a URL in the proactive message, it gives me an error:

Kassandra Major Yes, agents can go back and see Closed tickets by clicking on the customer from the Support agent workspace. I don't know how else to filter or search for Closed tickets. Yes, new Messaging tickets are created the next time they start "chatting with agent" from Messaging. All Messaging tickets show up in the agent workspace with the subject "Conversation with ", unless the agent has changed the subject. The customer does not see any indication that the ticket was closed or that a new one was started. Their Messaging history remains until they clear their internet cache.

Best to try out my trigger yourself to get the agent and customer experience.

My first workaround was like Xavier Bernard 's automation, but since it was an automation, it can only run on the hour (even when set to 0 hours after ticket is solved), so new messaging tickets were created at most 1 per hour per customer. Then Alexander M 's workaround got me thinking and I created a cleaner, more responsive one: a trigger to close solved messaging tickets instantly, without tags. Works if agent marks the ticket as solved, or the customer marks a suggested article as solving their issue and to close it. Only drawback is the customer is not sent CSAT surveys. Not as good as Zendesk actually implementing a New Conversation button in their Messaging.

Is it possible to use hyperlinks in the proactive messages? When I tried, I couldn't save it due to the error "Message can't include scripts".

What is the "standard" sandbox in the Note at the top of this article? Is it the "metadata premium" sandbox described in the article? If so, you should change the terminology to make it consistent.

Also, if sandboxes do not replicate Guide, is there a way to keep drafts of existing articles to be published at a later date?