James Grant

This still does not seem available and the Chrome extension is broken for the latest MS Edge browser on an ARM Mac. Can we have an official update please as to when this will be available as a core function?

+1 here, however in addition we would need restrictions depending on the users organisation, as not all users are synced from our CRM (as the system of record).

It would be very useful to know the preferred communication channel of the end user before proactively contacting them. 

Can this information be added to the end user profile?

Ideally there would be a first preference and second preference for each end user (e.g. 1st email, 2nd Whatsapp).

Obviously there should also be logic to assure that is a preference is set that the actually value exists in the correct format for it to be used and therefore allow automations to be sending to these channels with out error. 

Katarzyna Karpinska re "major update to managing images in Knowledge Base" - looking forward to what you have in store there! Today I badly miss any type of DAM integration.

Completely agree to this. We are a no email company, so the team use notifications in apps and web browsers extensively. Of course some companies still need email notifcations, however an agent setting and a global setting to turn email notifications on / off would be fantastic.

Refer to this post - https://support.zendesk.com/hc/en-us/community/posts/5210131599898-Handling-Content-block-translations?page=1#community_comment_5581055359002 - end of Q2 2023 this issue should be resolved apparently.

Katarzyna Karpinska oh wow, that is fantastic news!! Can't wait to see that. My team will be thrilled. Thanks for the update.

Hi Katarzyna Karpinska, that is not the advice I am receiving from Unbabel our integrated automatic translation provider. They state the only way around this is, "Unfortunately, at the moment, disabling the content block is the only solution available to submit articles for translation. This is a limitation on Zendesk's side, affecting all translation tools that integrate with their environment"

and

"To get your articles translated, you will need to disable the content block for each specific article you want to translate. Once the translations are complete, you can enable the setting again. We know this is an extra step that can be time-consuming, and we wish we could do more to help. However, due to the limitations imposed by Zendesk, our hands are tied."

I have made my detailed feedback here Content Blocks Translations – Zendesk help, as this is simply not working for us.

Strongly agree with this. My team was incredibly disappointed when Unbabel (our automatic translation provide for Zendesk Guide) confirmed that for all three brands and six languages we support there is no way to either manually or automatically translate content blocks. We are completed blocked now, as to work around this is just not manageable mid-term and completed unplanned effort we do not have time or money for. Content blocks are simply unusable for us until this is resolved.