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Geoff Wang

가입한 날짜: 2021년 12월 10일

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마지막 활동: 2024년 8월 09일

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님의 최근 활동 Geoff Wang

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댓글Working with articles in the knowledge base

We have found that images in Guide articles are scaled differently when they are viewed from the end user portal vs. in an email that includes the Answer Bot suggested article.  The first screenshot below shows how an article with images looks when viewed from the end user portal (note that the article is redacted and the screenshots in the article are the proper width).

The second screenshot shows the same article as it appears in an email with the Answer BOT suggestion.  Notice how the images are huge and out of scale.

So here's my question: Do you have any guidelines on how to include images in Guide articles so that they display properly from the end user portal and also in emails?

 

 

댓글 보기 · 2023년 5월 31일에 게시됨 · Geoff Wang

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Geoff Wang님이 에 게시물을 만듦

게시물 Feedback - Ticketing system (Support)

Hi -

When a ticket with a side conversation is merged into another ticket, the side conversation is no longer accessible from the ticket that has been merged to.

Conversely, when the side conversation is in the ticket that is to be merged to and another ticket is merged into this one, the side conversation is still accessible.

Can you please make a product enhancement so that if the ticket with the side conversation is merged into a new ticket, the side conversation is still accessible from the new ticket.

Thanks-

Geoff

2022년 9월 14일에 게시됨 · Geoff Wang

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댓글Managing your email

I am looking for some help with adding an external address. Here is the situation:


1. We have set up a default address of support@mail.education.mycompany.com. We have added spf records and the domain verification code for this


2. We have an existing external address that we have moved to Zendesk of support@cert.mycompany.com. This has been working fine in Zendesk. Note that this email address is on its own subdomain of cert.mycompany.com.


3. We have added an additional existing address that we would like to move to Zendesk -- I'll call it help@mycompany.com. Note that this email is on the main domain of mycompany.com. This domain is highly regulated and we cannot make modifications such as adding a spf record or domain verification code just for the use of zendesk for addresses on the main domain. We have forwarding setup for help@mycompany.com.


4. For testing, if we send an email from example@hotmail.com to help@mycompany.com, a ticket is created, the autoresponse ('Your ticket #x has been opened'), and any subsequent agent communications make it to example@hotmail.com.
5. If we send an email from example@yahoo.com or example@gmail.com to help@mycompany.com, a ticket is created but the autoresponse and any subsequent agent communications never make it to example@yahoo.com or example@gmail.com.

Do you have any suggestions on how to set this up?
Or how we can troubleshoot it, such as email logs or something else? I can see all of the Events that take place from within the tickets and they appear fine. I have also queried the API but this doesn't seem to allow you to see the emails not reaching the sender.

댓글 보기 · 2021년 12월 10일에 게시됨 · Geoff Wang

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