Aoife O'Neill

1. Guide
2. ...
3. How to manage the help center
4. Can I restrict access to articles?

Thanks Francis, yes that much is clear. I wondered if we could further restrict within the Agents and Admin group. So, for example, all Agents can see most articles, but only higher tier Specialist...

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• Aoife O'Neill
• Criado 8 de novembro de 2023 08:42
• 0 voto

1. Guide
2. ...
3. How to manage the help center
4. Can I restrict access to articles?

Hello, is it possible to restrict on a more granular level, i.e. by team? 

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• Aoife O'Neill
• Criado 7 de novembro de 2023 09:15
• 0 voto

1. Guide
2. ...
3. Working with articles in the knowledge base
4. Creating and inserting reusable information with content blocks

Adding a content block seems to hamper my ability to then edit source code. Is this expected behaviour? I can no longer access source code for the whole article. I have to click above the content b...

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• Aoife O'Neill
• Editado 19 de abril de 2023 09:32
• 0 voto

1. Agent guide
2. Ticket automation and collaboration
3. Creating macros for repetitive ticket responses and actions

What does the optional description field do? Can agents see it when they preview macros in tickets?

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• Aoife O'Neill
• Criado 13 de abril de 2023 13:25
• 0 voto

1. Guide
2. ...
3. Working with articles in the knowledge base
4. Viewing article revisions and restoring a previous version

Is it possible to add a free text comment when publishing a change? 

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• Aoife O'Neill
• Criado 23 de março de 2023 16:57
• 0 voto

1. Agent guide
2. Ticket basics
3. Formatting text with Markdown

We use dynamic content in our macros to support customers who speak other languages, but when we send dynamic content that contains markdown through live chat or messenger, the markdown is not supp...

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• Aoife O'Neill
• Criado 19 de julho de 2022 10:04
• 1 voto

1. Comunidade
2. Feedback - Ticketing System (Support)
3. Add formatting (rich text editor) to dynamic content

+1

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• Aoife O'Neill
• Criado 19 de julho de 2022 09:44
• 2 votos

1. Guide
2. ...
3. Working with articles in the knowledge base
4. Creating and inserting reusable information with content blocks

Are content blocks available for use in Macros as an alternative to Dynamic Content?

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• Aoife O'Neill
• Criado 5 de julho de 2022 13:32
• 1 voto