Camilo Gomez

As we shift more and more of our interactions to Messaging we will need to redact more content is there a plan or a workaround available to redact content that is added by the system (Answer Bot) during a messaging conversation. At this time we are being forced to delete the tickets all together to redact this content. 

Yes it would be useful to have the following attributes

• Report Name

• Dataset

• Last Updated Time/Date

• Last Updated By

• Created by

• Created Time/Date

We are trying to some clean ups of our Zendesk Explore reports but there is no way to export all of the current reports. Since we have over 3,000 reports it is hard to understand the scope of the issue without being able to export the reports. 

This is important for us because there are some instances where our agents must apply two different macros using guided mode. The first macro is a public comment to the customer and then the second macro is a internal comment for the agent to do the follow up actions require for this intake. This becomes an issue if an agent forget to change the setting the agent gets assigned and then its difficult for agent to find the agent again in their my assigned personal view. 

This feature would be better if tickets that have already been assigned to an agent would be excluded from the logic when the next agent hits next, and not only when an agent is actively looking to a ticket. 

Some of my customers are reporting that when trying to leave a satisfaction rating from a mobile phone email reply they are receiving error messages. Are you aware of any limitations using the standard placeholders, {{satisfaction.rating_section}}, with mobile platforms?

Will you be rolling this out in phases or will this be pushed out to all instances? If there is an early pilot program we would love to participate on this. 

Hello Chika, 

Hoping that this is still slated to be released in the next couple of weeks. When the release is made will there be a more technical information as to how the malware detection will work. So that we can understand what possible vulnerabilities/risk we would still be exposed to?

Hi Sam,

This might not help your instance but if you have Zendesk Chat implemented you are able to see from which page the user open the chat message.

If we update the fields that are used in a form and remove some of the fields that get updated by some of our macros would the macros fail due to not finding that field on the form? 

Did some preliminary test and it does not seem to affect the processing of the ticket but I just want to confirm if there are any issues associated with this or would we have to audit our macros and remove any mention of these fields.