Martijn Snels • pluscloud.nl - Zendesk Premier Partner

While I'm not a huge fan of processes that have multiple ‘requesters’ I do see multiple cases with our clients where this could be beneficial for the process.

• Marketplaces – As a party in a Marketplace conversation, you often have the Marketplace itself, seller and buyer. Ideally, you'd like to have a mixed conversation in some cases. Sometimes Side Conversations fulfill this need, but in others it doesn't. CC doesn't really justify the case itself, too.
• B2B – In multiple B2B cases, we received feedback that users often need to communicate with multiple people for process reasons or people in the process work part-time. Most of the users tell us CC is not desired to be used as a feature here, as many people handle incoming email via CC differently or just totally archive it right away without reading.

Thanks Anurag Singh!

When an inline attachment is added in the text, currently the image gets overwritten with an Markdown code that later when submitting the ticket doesn't get parsed as a message

At the moment, the OpenAI GPT feature adds a salutation and signature to every message. Even when a signature is already set up on the account, it's still adding a signature at the end of the message. 

Also, in Dutch, the salutation starts with 'Beste' (Dear in English) which for many brands sounds somehow formal, and often they use other things like Hi or Hallo. Also we would like to have control over if the full name, first name or last name get's used for this.

The signature is something that simply has to go and makes no sense to have this here, but over the salutation and the way conversations are started we would like to see some more control. Directly after the salutation, GPT also always opens with 'Hope you are doing well'. For me as a Dutchman, this is somehow weird to have in every conversation as we have a more direct way of communicating. It would be good if we could have more control over this as well.

@... I noticed this message where you confirm the signature should be above the quoted text of a Side Conversation. Does this apply to quotes of comments in the tickets as well? We do not see that behavior yet, and it's creating the same confusion as Adrian Bishop is describing.

Hi Chris, could you send me some screenshots or share a link where I can see your setup?

What does supportdetails.com give you when you visit it with your IE?

Hi Andrew, do you use the Chrome Frame for IE? Have you tried using only the source from Stack Overflow?

Often we get the request from our customers to integrate an easy to use way to send over important browser information when creating a ticket in the Help Center. The browser information is in a lot of cases very important to deliver proper support to your customers.

This trick will automatically grab all important information for your team and include it into a hidden textarea in your Help Center. I've used the source from Christian Ludwig which was for public use shared on Stack Overflow and made it ready to use for your Help Center.

Example in agent view

Instructions

1. Create a Custom Ticket Field and choose the Multi-line field. Make sure it's visible and editable for your end-user.
2. After creating the field grab the ID. You can easily find this ID by pressing Edit in the Ticket Field list The Field ID will be on the top of the page.
3. Copy the code below and paste it in your New Request template below all other HTML code. Change the browserfield_id in the top of the code to your Field ID. You could disable the Flash detection by deleting the first row.

Hi Chris, sorry for your bad experience. I think you have the issue Jacob describes. Could you check if you have Password Access enabled under Gear icon > Channels > API > Settings.

If you disabled the Password Access the alternative is to use an API Token. It's pretty easy to setup. Just press add new token copy the new token into the Password field and change the Username to the following and replace it with your own email address: yourname@yourdomain.com/token (replace yourname@yourdomain.com with your agent username and password you want to use to trigger the action from.

Hope this helps you out.