Support

Fully agree. It is a crucial part of content creation workflow to have an integrated dam system.

Feature Request Summary: 

The configuration options for Federated Search crawlers should include a way to include external crawled content in the section, article pages as related items similar to as is done today for other guide content.

Description/Use Cases: 

We rely heavily on federated search from zendesk guide as it integrates our booking system content using crawlers. However, the usefulness is limited as those external content items only show up in the search results not in context to related articles where keyword, tags are similar.

Business impact of limitation or missing feature:

Currently, the crawler results are only in the search results so it difficult for users reading an article to navigate from an article or section directly to related crawler content - they would have to back to search, conduct a search and then select an appropriate external link. This is simply not best practice from a user journey perspective. 

Feature Request Summary: 

Zendesk Support should have a button that allows Followers for LIGHT AGENTS or AGENTS to be activated BUT turns OFF EMAIL notifications. 

Description/Use Cases: 

Our LIGHT AGENT AND AGENT receive notifications in the iOS Zendesk Support app AND can get notifications in the Web Browsers as well, so there is simply no need for email.  

Business impact of limitation or missing feature:

Currently it is basically spam to them as they read their notifications else where. Finally, like many companies these days, Email is simply not used internally so it makes things even more confusing for light agents, agents using email only for external use with business partners.

Other necessary information or resources:

+1

I also have this issue. The link from Eric above does not work. Raised a ticket with Zoom using the email from Phil. Raising a ticket also with Zendesk.