Philipp Metzdorf

Since support can't help with EAP features, asking here for assistance.

We implemented the placeholder in our custom theme, updated it to API v3 and activated the generative search in the Guide settings, yet even when being logged in the generative answers are not shown at all - neither on the start page of our help center when entering a search string, nor on the search results page. Also tested it with the Copenhagen GitHub theme as explained in this documentation here, but wasn't working either.

Running out of ideas what's wrong, especially since it's not working with the Copenhagen one as well. The custom theme was tested in live, the Copenhagen in preview. Would the preview mode show the feature anyways?

Benjamin Kirsch You just announced the update about email delivery failure notices for agents. From the documentation it seems like this topic here is still not fixed with the update. Is this correct?

Hi Zac Garcia Thanks for the update and changes. We noticed one issue with the release from yesterday though: The search query for open tickets (number) your groups is not working as probably intended, cause it is not matching the number in the agent home. In my case it shows 10, but search query is about 1000+ open/new tickets.

The reason is probably, that we have multiple groups with the name Support in it, but if the search query is for example as in my case status<=OPEN group:"Support" I am getting shown all open tickets for all groups that contain the word "Support". Can this be fixed, so the group name has to match exactly? Otherwise I am seeing all open tickets from “Account Support” for example as well in the search query.

Hey Zac Garcia, quick one about the updates mentioned in your new article - is there already an ETA for the search queries to allow opening rated and solved tickets again? I know there are workarounds, but this is almost the only thing our team isn't happy with about Agent Home yet and we can't wait to get this "back". Thanks!

I am wondering if there is a way with the MCE to hide agent and brand signatures in the ticket conversation? Obviously they should still be displayed to customers in their emails, but with the new look, it feels like they are taking up even more space for the agents, as every email from us contains an agent signature. Is there something in the work to be able to hide signatures in the agent view?