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Paul K

已加入2021年4月15日

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最后活动2025年2月20日

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Paul K 进行了评论,

评论Workflow best practices and recipes

Multiple triggers adding separate notes don't appear to be possible. Is this intentional or a bug? It could previously be achieved with the webhook method.

 

For example, I have one trigger that fires if an Org has text in an ‘Important Account Notes’ field. The trigger adds an internal comment that displays the important account notes.

 

I have a separate trigger that adds an internal note mentioning if an account is using a particular version of our software. That trigger fires if the account has a certain value in a specific Org field.

 

If both of the above are true for an Org, only 1 internal comment is left (whichever is first in the Trigger order) rather than 2 comments.

 

Is it intended behaviour that only one comment can be added in a single instance?

查看评论 · 已于 2025年2月07日 发布 · Paul K

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评论Zendesk messaging

It'd be helpful if this article showed what it looks like from an agent's perspective when they are ending a session.

 

It would also be great to know if it's possible to end a session via Triggers and/or Macros. As a use case, when a ticket is escalated to another team for further investigation, the agent will likely need to end the session, as the conversation won't continue until another team has picked it up and done their investigation. Being able to include that in a Macro and/or Trigger means the agent doesn't need to remember to end the session every single time they escalate a ticket.

查看评论 · 已于 2025年1月16日 发布 · Paul K

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Paul K 创建了一个帖子,

帖子Zendesk EAP - New Article Editor in Guide

Hi there,

 

With the new editor, I've noticed that copying and pasting an image into an article results in it being added within a ‘

 

 

This is causing issues with paragraph spacing, where anything added after is added with no paragraph spacing and instead added immediately after the image.


Previously, when adding an image this way, it would be added within its own paragraph, which resulted in appropriate spacing.

 

Please revise this as it is impacting the readability of our articles.

 

Thanks!

已于 2024年9月16日 发布 · Paul K

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Paul K 创建了一个帖子,

帖子Zendesk EAP - New Article Editor in Guide

We like to keep our help articles in line with our branding, which involves using specific hex colours for headers. Before getting EAP access to the new editor, we would need to apply the colour to each header in the HTML editor.

 

We now have EAP access to the new editor, and I noticed the Font Background Colour tool has a ‘Color picker’ option.

 

 

However, the same option does not exist for the Font Color tool.

 

 

For added improvement, it would save us even more time if we could save a custom colour palette so we could quickly highlight a header and apply our brand colour.

已于 2024年9月13日 发布 · Paul K

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评论Setting up Explore

It would be great to know if changing the default chart colors affects reports that have already been created or if it only applies to reports created after the default colors have been changed.

查看评论 · 已于 2024年6月25日 发布 · Paul K

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评论End-user guide for Help Center

Hey Tetiana Gron 

 

Do you have a response with regard to previous questions in this thread around logged in users and why that's necessary for this feature to work?

We'd love to enable the feature, but we also don't require users to sign in to use our help center.

查看评论 · 已于 2024年5月15日 发布 · Paul K

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评论Slack integration

Hey @...

It would be ideal if you could make the Assignee in the Slack integration mandatory. I mentioned it in a previous comment in this thread along with the reason why - https://support.zendesk.com/hc/en-us/articles/4408843621530/comments/4413184443802

This would be an additional ask, but the ability to allow a configurable/restricted list of Macros in the Slack app would also be absolutely amazing. We use Slack integration as a means for our internal non-support teams to log a support ticket on behalf of our customers. Oftentimes, along with the Assignee field being left empty, the ticket won't contain enough information, which leads to the support agent having to go back to the person who raised the ticket to get more info (which results in a delay for the customer). Being able to create some Macros that are only applicable in the Slack app would mean our non-support teams would know exactly what info they need to apply based on a template, and it would also be easier for new-starters to use for that same reason.

 

 

查看评论 · 已于 2023年12月12日 编辑 · Paul K

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社区评论Zendesk AI EAP - Generative AI

Hey Katarzyna Karpinska

Ah! I jumped the gun and went in to test it on an English-language article, thinking the AI would detect the language of the highlighted sentence.

I tested there in another locale, and it's working! Thank you! We're excited to see how much this will help. We also use Notion in our org, and I've been occasionally using the AI functionality to help with content creation. It'll be nice to be able to do that directly in Guide now! 🙌 Thanks again!

查看评论 · 已于 2023年11月17日 发布 · Paul K

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Paul K 创建了一个帖子,

帖子Zendesk AI EAP - Generative AI

At the moment, generative AI in Guide appears only to support English.

I understand it's in early access, but will more languages be supported at launch?

已于 2023年11月17日 发布 · Paul K

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评论Announcements

Finally! 🙌 This is fantastic news. Thank you Walter Bellante

查看评论 · 已于 2023年9月28日 发布 · Paul K

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