Geran Smith

Since others in this old thread have done a good job, I am going to steal some of what they wrote.

Using the email forward option for creating tickets out of emails sent to agents, we are currently losing any CCs on the original email.

A much-needed feature improvement on agent forwards is:
- Capture CCs in forwarded emails.

@... no one has reached out. From my understanding, this is "expected" behavior with secure attachments.

What is the problem?

Some of our customers are using email scanners in their environment. These email scanners are "clicking" on links to check them for security issues. The act of clicking on the "Yes, close my request" is authenticating the user and closing the request.

Why is it a problem?

In general, these closures are not deliberate and cause customer satisfaction issues.

How do you solve the problem today?

Right now, we are trying to come up with a solution using triggers and tags to target disable the Answer Bot for customers that we know are using these scanners. This removes very important functionality for my team.

How would you ideally solve the problem?

There are two options I see:

• (CRITICAL) The link in the email should NOT, under any circumstances, include an authorization token that lets people view articles. We lock down our support site so that only approved users can see content. The button including an auth token is something that must be removed. The side effect is that removing the auth token will make it so an email scanner clicking will not be able to close the ticket.
• Even if you keep the auth token in the URL, add a second validation of some kind that the ticket should be closed. Perhaps this can be requiring logging in to the support site, or a modal that says "click here to confirm closing the ticket."

How big is the problem (business impact, frequency of impact, who is impacted)

This is a fairly large issue for us. Many companies have some kind of email scanner, so this will become a bigger issue as we add more corporate customers. Answer Bot is a large metric I am tracking, as it related to KB quality. If we are getting false positives on Answer Bot, it can literally cost us money, and it is causing customer satisfaction concerns.

The Zendesk Customer Advocate staff suggested I post this.

Our team has experienced text disappearing issues in the Agent Workspace Composer when using the Grammarly browser extension. It looks like the extension is not supported and can cause issues.

The workaround is to enable the "Enable fix for composer" feature in Agent Workspace. I'd like to eventually disable that, as there are some enhancements I am missing out on with that enabled.

Hello!

We leverage ticket forms heavily to differentiate between feature requests, questions, and bugs. Our customers have asked if we can display that Ticket Form value on the Requests Page.

It looks like the Ticket Form data is not available as part of the request object. I'd love to add the ticket form name to this object to display that information and allow our customers to filter on it.

In our Zendesk instance, we enabled the "Secure Attachments" setting. This setting is great from a security perspective, but is causing some usability issues.

With the option enabled, image embeds no longer appear in email notifications to agents or to our customers. This makes it painful for agents and customers to view images that are sent into a ticket.

I'd like to have an option to not treat image embeds as Secure Attachments so that we can continue embedding images. This would allow flexibility of uploading an image as an attachment and treating it as secure, but let us provide example screenshots in an email readable format.

The only other route I see would be to have some placeholder image that we can configure that indicates why an image is not loading.

My agents and I are loving the majority of the changes to the new Agent Workspace that we opted into. It made a lot of the workflows quicker and take less clicks.

The biggest complaint I've had from every agent, is that they hate having to scroll down to the bottom of the page to get to the reply section. Is there a way to switch that back to show the most recent content on the top along with the reply box at the top?