Hello everyone,

We are happy to share a quick overview of all the features and enhancements that were released last month.

Snippets are canned or templated messages that agents often use for common questions or enquiries from customers or as greetings. While agents have the privilege to create and use these customized short-hands to send quick response to tickets, it may introduce inconsistency since each agent will have their style of responding. To bring uniformity in responses and maintain organization standards, we are now allowing agents to share these snippets with others in the organization.

Administrators can give only selected agents the permission to share snippets with others.

The shared snippets cannot be edited by others and they can be quickly found under Shared Snippets view within the Ticket reply editor bar.

Earlier in KB article insights, two important insights were highlighted: Registered users and Anonymous users. Now, we are providing agent view as a separate insight that will provides article owners and administrators a comprehensive view count on an article. It may be useful to understand which articles are most referred, viewed, and popular among the agents.

Administrators can set the visibility of fields (show/hide/editable/non-editable) for different profiles to adhere to organization guidelines, maintain data security, and protect sensitive data from unauthorized access. Now, admins can use the Preview option within the layout, to see how the fields will appear to the users of different profiles by selecting the profile and checking the layout.

In the Community module we have made the following enhancements:

Similar to the KB articles, now the permalink of community posts, announcements etc. can be edited and given 301 redirection to the original permalink. By default, the post title is taken as the permalink which can be lengthy or even search unfriendly, to address such issues we are allowing owners to edit the permalink with a suitable URL.

Provide SEO for posts with a relatable title and keyword(s) for a better-optimized search.

Add a feature image to posts to add clarity and provide context for viewers, especially when it's shared over email or social media platforms.

Predefined text formats—such as notes, alerts, and info—can be used to highlight important sections within a post.

Customers can set date formats (MM/DD/YYYY or DD/MMM/YYYY, etc.) and time formats (either 12 or 24 hours) to their preference is their accounts. The community posts will display the time and date according to an individuals setting. For eg., an announcement made on October 12th 6:30 pm IST will be displayed as October 12th 6:00 am PDT.

Hope you find this useful.

Regards,

Anumita Gupta

Zoho Desk | User Ed