We have decided to stop development on the Message Board app.

Impact for you

The app will keep working as is. Since it has no external dependencies and runs 100% within your Zendesk it will keep working as is, until and when Zendesk decided to remove Legacy Custom Objects from their products.

Why are we removing the app

Message Board is build on top of the Legacy Custom Objects stack. This means that new Zendesk customers, or customers who never used Custom Objects before, will no longer be able to install or use the app, since they will only have access to the new Custom Objects.

Since these run on completely different APIs, that would mean rewriting most of our app to work with these applications.

We send out a questionnaire last month gathering interest in our application, and responses where such that investing further in this application makes no business sense for us.

So for those customers using the application: thanks!

What will happen next?

We will shortly remove the application from the Marketplace. The application in your instance will keep working until you decide to cancel your subscription.

There will be no further feature or bugfix updates planned to the application.

Uninstall the app 

Message Board makes use of Custom Objects to store your messages.

Due to a limitation in how Zendesk works, you can not uninstall the application if there are existing items in the Custom Object.

Once you have deleted all records, you can safely delete the application via the Admin Center.

Deleting Records

You can uninstall records in three ways:

1. Manually delete items via the app
2. Use the Sunshine Data Manager EAP
3. Use the Zendesk API

Manually deleting records

When looking at your messages in the admin panel of our app you can delete the messages by pressing the Delete Message button.

If you've been using the app for a while it's easier to first press the Clear Archived Messages first, so the app deletes all messages older than 3 months first, clearing up a lot of backlog.

Using Sunshine Data Manager

If you have access to the Sunshine Data Manager EAP you can delete objects more easily.

Delete messages via the API

This is a two step process:

1. Get a list of all object records
2. Delete each record

Getting all records

GET /api/sunshine/objects/records?type=message_object_type&per_page=1000 HTTP/1.1
Host: subdomain.zendesk.com
Authorization: Basic {token}

In the returned array you'll get object ids.

{
"data": [
    {
        "type": "message_object_type",
        "id": "5b8c65dc-c143-11ec-a7f7-3198997e61c1",
        "external_id": null,
        ...
    },
],
"previous": null,
"next": null
}

Deleting each record

DELETE /api/sunshine/objects/records/5b8c65dc-c143-11ec-a7f7-3198997e61c1 HTTP/1.1
Host: subdomain.zendesk.com
Authorization: Basic {token}

The ChatGPT Suggested Reply App helps agents to create meaningful answers for their customers.
The App will use ChatGPT to create a well-funded answer that can be used to reply to the client.

The agent can create replies taking the ticket content into consideration. It is even possible to request the App to rework articles from the Helpcenter into meaningful answers to the customer.

Requirements and limitations

Installing the App is an easy process to go through. The first thing you need to do is go to the marketplace and search for the App (or use this link). 

When opening the App page,  you need to select the plan 

there are 2 plans available. Either you select the Instance base plan (the best option if you have more than 20 agents) or you select an agent-based plan. With agent-based billing, you will get charged for the totality of agents and admins. (light agents are excluded) 

Next, you will be prompted to fill out your domain.

Upon completion, you click on the install button and now you will be prompted to fill out the banking details.

The app now gets loaded and will be listed in your admin center under the Zendesk support Apps

Open the App and fill out your Open AI API key. You need an API key for the app to work. Via this link https://platform.openai.com/account/api-keys you can request an API key linked to your OpenAI account.

If you click on change the settings, you can modify the following

• Include or exclude the client's name when sending the request to ChatGPT
• enable role or group restrictions. this only makes sense if you have an agent-based billing and you want to grant a specific set of agents access to the App.

Now the App has been installed and can be used by the agents that have access to it.

How to use the App

Upon installation, a new button will appear in your ticket.

When clicking on the button the CHATGPT Suggested Reply App will open up. The App offers 5 fields you can select from.

By selecting:

• Yes, ChatGPT will suggest a reply with a positive outcome
• No, ChatGPT will formulate a reply with a negative outcome
• More Info, ChatGPT will create a reply asking the client for more details
• Docs, ChatGPT will check the Help Centre for applicable articles that can assist. (Note that this concerns only articles that are open to all visitors of the Helpcenter)
• Rephrase, ChatGPT will create a new reply. you have the possibility to select a word or sentence and ask to rephrase it. 

It is perfectly possible to create additional reply types. An example could be to formulate a different reply per client-type or product-type. It is possible to expand the search for articles to other databases (Helpcenters or databases). In case you are interested in these extra features, don't hesitate to reach out to us.

Uninstall the App

How can I improve the look of my articles in a Premium Plus Theme?

You can format articles with the Zendesk default WYSIWYG editor. However there are options to make your articles stand out even more. With Premium Plus themes you can add visual improvements to your articles by using our formatting tools. 

How do I use the formatting tools?

1. Create the code you want to use via the formatting tools

Copy the code (from the formatting tool) into the source code of the article. Make sure that the text and\or titles are put in the right place. 

How can I manage colours of the formatting tools?

All colors are taken from the theme settings of "Light mode colours". Each formatting tool will give different options but they will all use the colours as defined in the "light mode colours" .

If you want to understand the impact of the usage of the Premium Plus formatting tools check this article.

Note:

The Formatting tools by Premium Plus can only be added manually via the source code of the article. If you're looking for automated solutions, please Contact us.