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Support SDK and Messaging SDK Compatibility
We are looking to integrate both Zendesk Guide and Zendesk Messaging SDKs into our mobile apps. Among other things, this is to support contextual help by embedding articles throughout the app using...
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Thanks Barry Neary, Definitely agree with what others have said here. The assignment of inactive chats wholesale to whichever agent goes Active first feels more like a consequence of incomplete des...
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Barry Neary, If inactive messaging conversations are different than both email and active messaging convos, I'd advocate for a third capacity limit with a checkbox to "combine active and inactive M...
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Regarding: “A message remains active for 10 minutes in the queue. If it still hasn't been assigned after 10 minutes, the inactive message will be assigned to the next online agent with spare capaci...
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Is there an API to read agent statuses, or will be be able to create triggers, to integrate these statuses with a WFM solutions?
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Dave, Looks like Eric surfaced the same concern over a year ago. Seems a spreadsheet (or similar) remains the only viable solution.
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@..., That is a good solution for articles that have already been published, but does not support the pre-publish workflow of Draft → QA Ready → QA Feedback → Published (or thereabouts).
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Is there any documentation on how much of the inbound email is processed by Answer Bot to define the list of recommended articles?
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Does Zendesk support private comments, or some other mechanism by which my QA Team can provide feedback to our content authors on articles that require verification or review? Or is it necessary to...
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Wow, is there really no way to do this?