Eric

The current Zendesk customer Messenger implementation allows for certain file upload types, but that list includes PDFs. That functionality is either “all on” or “all off”, without the ability to allow-list or deny-list certain file types.

The Zendesk internal implementation, however, separates “File” and “Image” upload types, and the “Image” option does not allow for PDFs.

It would be great if Zendesk:

• Had our version of Messenger separate uploads by “File” and “Image”
• Give us the ability to enable/disable neither/either/both

The use-case for this is different organizations have different levels of risk tolerance for different media types.

Juliane Knobloch , I haven't heard from anyone that this was implemented. Jake Bantz , have you seen if this has happened?

Vicki Horne In an environment where the majority of tickets come from calls, that solution turns off the signal and the noise. When a ticket originates from a phone call but isn't immediately resolved, the full transcript matters ~10% of the time but the other internal notes matter every time.

Rohan Gupta, we've disabled this EAP until the ability to collapse-by-default is included. The transcript logs make the UI unusable when they're all shown by default. 

Brandon Tidd That feature toggles the ability "to view all organizations in one place", but does not hide the Organization functionality from the agent view. (That value was already unchecked for us. I checked and unchecked it for us, but the organization block remains.

We'd like to help the system become more accurate with Intent and Sentiment suggestions that come out of AI. At present (as of November 2023) when the system provides a wrong Sentiment or Intent suggestion, we can manually change it. However, those changes don't flow to the AI system to make future predictions smarter.

This also impacts customers that use the API to create the side conversation, because the headless API account has no business-case to be associated with the Side Conversation but Zendesk makes that unavoidable.

Dan R., in light of Dave's departure, do you have other insight that you could add regarding attaching templates to side conversation emails?

Thank you, Sabra. Based on your response, you can consider this resolved.

If you have a chance to connect with the documentation team, I think it would be helpful if https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_fields/ was updated with your information (foremost that reposting the entire `custom_field_options` array is the way to change the drop down order within the API).

We had reviewed the OAuth flow (https://support.zendesk.com/hc/en-us/articles/4408845965210) as part of our Zendesk onboarding, and our dedicated Zendesk rep recommended the API token flow instead.

We have several use-cases. A recent one, being tracked within ticket 11569387, has to do with triggering ticket escalations. There's an automation rule that finds the ticket needing escalation, and it attaches a tag. That tag attachment triggers a webhook, and the webhook does an API call to create a side conversation. All of this is automated, so the user grant step makes OAuth a non-starter.