As someone who is not using a lot of the OOB functionality (ticketing, approvals, access, etc) and instead building it in Agent Studio, the OOB functionality is still shown to the users which creates a poor user experience. Can we have more control to turn this functionality off or control how it works?
Examples:
- I initiate a generic approval flow to a user to approve something. Once they approve or deny, they have buttons to see next approvals/all approvals. They would expect this to actually show all approvals in all systems which is not the case. Instead it is just what moveworks is aware of which may be stale as records are kept for 30 days. The best workaround I was provided by support was to have the buttons instead respond with a message saying what to type to initiate the plugin for approvals.
- I have a plugin to comment on a ticket. When I attempt to use it, instead the default functionality to comment is initiated and says I don’t have access as it is disabled.
- For “Get more help” on a error, I can have it do default ticket creation or a link. I would like it to be able to call a plugin instead. For a link, the button instead opens up a moveworks site which gives the link.
