James Rumohr

I was advised by support to post here. We recently switched back to Classic Workspace since 99% of our tickets come from email. With emails comes the ugly threaded conversation.

Unless you guys figure out how to mask out "repeated" contents from a threaded email, it would be nice if there is an option to change the chat/thread view from "oldest to newest" or "newest to oldest" giving agents more options to organize their workspace.

Until then, the Classic Workspace will work best for us stuck in threaded email support.

To clarify, can we have our Guide search to work like a Google search and show support articles from Microsoft as well.

Hello,

Our org heavily uses Office 365 and we use Guide to create articles for specific things to our company and refer staff to https://support.microsoft.com/ for all other support. Is it possible to index external searches within our guide? Of course maybe warn users they will go to an external link if so.