Preventing Agents inserting Solutions (or copy-paste feature) if they are internal articles
started a topic
9 months ago
I hope there's a way to prevent Agents from inserting Solutions when replying to the customer for internal articles only as it contains company workflow/terms that the customer doesn't need to know. The current logic to view them in a pop-up pane while inside a ticket is good so they can use that as reference.
It would be really nice if you could use +Content, but while writing the article you can specify what would be added to a ticket response when doing so.
For instance, we have an article that explains to the agent how to make a new customer account for an external service our product uses.
In the same article we also added the response that the agent can use when replying to the customer. It would be great if an agent was responding to a ticket and they pulled up the internal solutions article and they clicked +content, if would only copy the contact intended for the customer into the reply.
<internal information>This is how you create the account for the customer</internal information>
<selected for customer>Hallo customer, we created an account for you, this is how you log in.</selected for customer>
Then when you click +Content, it only adds the information that is selected for customers.