Lisa Kelly

1. Zendesk updates
2. Announcements
3. Announcing app shortcuts to help agents work with tickets

Hi Denise, The Announcement includes a link that shows you how to deactivate. See this sentence:" App shortcuts are activated by default" You can click that link above to see how to activate/deact...

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• Lisa Kelly
• Bearbeitet11. Oktober 2023 19:12
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1. Agent guide
2. Ticket basics
3. Managing app shortcuts

Hi Ola, Thank you for the feedback! There are plans to enable admins to create shared app shortcuts, but I don't have any details at this time. You can follow Zendesk Announcements in our help cent...

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• Lisa Kelly
• Erstellt11. Oktober 2023 15:56
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1. Agent guide
2. Ticket basics
3. Redacting ticket content

Hi Harper, For Enterprise plans, the redact and delete permissions are separate, but not for other plans. See below. For product enhancements, we encourage you to post your request on the Zendesk C...

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• Lisa Kelly
• Erstellt11. Oktober 2023 15:25
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1. Support
2. ...
3. Ticket customization
4. Configuring the conversation flow and composer location in tickets (EAP)

Hi Tobias, The composer overlap is a known issue. We expect to rollout a fix soon (within the next two weeks).

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• Lisa Kelly
• Erstellt10. Oktober 2023 17:20
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1. Agent guide
2. Ticket basics
3. About the Zendesk Agent Workspace

Hi Justin, You should be able to enable AW in your sandbox and try it out. You also need to sign up for the Layout builder EAP, if you haven't done so already. Custom layouts give you all sorts of ...

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• Lisa Kelly
• Erstellt10. Oktober 2023 16:32
• 1 Stimme

1. Agent guide
2. Ticket basics
3. About the Zendesk Agent Workspace

Hi Justin, We are listening. You can now reverse the order of ticket comments if you have an Enterprise plan. See Configuring the conversation flow and composer location in tickets

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• Lisa Kelly
• Erstellt10. Oktober 2023 15:20
• 0 Stimmen

1. Zendesk updates
2. Announcements
3. Current and upcoming Zendesk betas

New EAP for Conversation flow configuration Conversation flow configuration - Layout builder To create the optimal conversation flow for your agents, you can use layout builder to configure how con...

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• Lisa Kelly
• Erstellt9. Oktober 2023 18:30
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1. 账户
2. ...
3. Global security and user access
4. Advanced Compliance

Hi Paul, For questions about future product enhancements, we recommend posting your requests on the Zendesk Community site.

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• Lisa Kelly
• Erstellt6. Oktober 2023 21:41
• 0 Stimmen

1. Support
2. ...
3. Getting started with the Zendesk Agent Workspace
4. Configuring the context panel in the Zendesk Agent Workspace

Hi Juergen, Contact Zendesk Customer Support so they can help you with your issue.

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• Lisa Kelly
• Erstellt3. Oktober 2023 16:05
• 0 Stimmen

1. Agent guide
2. Ticket basics
3. Managing app shortcuts

Hi Joel, Admins can't create shared app shortcuts. They are for an agent's personal use. But, that's a good suggestion. I recommend posting the feedback on our Community site. If you have an Enter...

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• Lisa Kelly
• Bearbeitet3. Oktober 2023 18:46
• -2 Stimmen