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Kelsey Davis

Beigetreten 15. Apr. 2021

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Letzte Aktivität 26. Sept. 2024

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KommentarTicket customization

Hello - Why is the Notes Field an option but the Details Field not? I have been using an app for a long time due to the Essentials Card not having this field and now with this new functionality it appears to still not be included? Thank you

Kommentar anzeigen · Gepostet 22. Aug. 2024 · Kelsey Davis

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KommentarSetting up Zendesk Guide

Thank you - can you perhaps provide some advice then on how to handle the below scenario?

We have an online site with a web app - our customers have a login and profile for that. I need to add SSO so they can log in there and also be logged in to Zendesk for Guide and Gather. However they need to be able to have the option to not display their name and therefore use an Alias - how do you advise making this work?

Thanks so much!

Kommentar anzeigen · Gepostet 23. Feb. 2023 · Kelsey Davis

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KommentarReporting and analytics for help center

Is there a way to see the performance of an individual article? Perhaps you want to monitor the improvement of a particular article over time to see if the changes you're making are working. I'd like to filter by or search for a specific article - is this possible?

Otherwise would it people possible to see this on the article itself at all via the backend perhaps (kind of displayed like how content cues state views over last 60 days etc on the right hand panel).

Kommentar anzeigen · Gepostet 20. Jan. 2023 · Kelsey Davis

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KommentarBuilding reports

Hi - in Team Publishing, I think mine is showing under Articles created (filtered by agent name) seems to actually be the author. But I created the article and set the author to be another agent. So creation and author are different. I want to be able to see how often this happens and also not have the created number under the other agent (the author) counted there.

Please can you clarify or confirm/deny.

Thanks

Kommentar anzeigen · Gepostet 18. Jan. 2023 · Kelsey Davis

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KommentarSetting up Zendesk Guide

Thanks Clifford - I don't think this answers my question, I would need my customers to be able to edit/set up their own Alias. Since we are allowing it, can they still do so even though they can't edit other parts? Thanks

Kommentar anzeigen · Gepostet 06. Jan. 2023 · Kelsey Davis

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KommentarManaging Talk

Hi is call duration time affected by what you choose to record (eg after transfer as well). Thanks

Kommentar anzeigen · Gepostet 06. Jan. 2023 · Kelsey Davis

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KommentarWorking with articles in the knowledge base

Thanks for this, where would I see low or high usage of the content tags?

 

And also to add on to Mary Paez question about the limit of tags and your response Kasper Sorensen

  1. Up to 200 tags on your account, and up to 25 tags on a single piece of content (more about our limits here)

Is this the case if we have multibrand? Is it 200 per brand then? I will need much more than 200.

Kommentar anzeigen · Bearbeitet 04. Jan. 2023 · Kelsey Davis

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KommentarViews, ticket status, and ticket fields

Thanks @... - I mainly am asking if and how to do this so I can have a task on a problem or incident ticket - I guess I need both the default type field and the custom one. But can the custom one still have incident and then allow a ticket to be attached to  problem?

Kommentar anzeigen · Gepostet 25. Okt. 2022 · Kelsey Davis

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Community-Kommentar Feedback - Ticketing system (Support)

Hi - we very much need the option to set tasks for Incidents and Problems, please separate these out so both can be used. 

Kommentar anzeigen · Gepostet 21. Okt. 2022 · Kelsey Davis

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KommentarViews, ticket status, and ticket fields

I need incidents and problems to also be able to have tasks, is this possible to use custom fields and still get all the usual standard functionality of the native ticket field?

Kommentar anzeigen · Gepostet 21. Okt. 2022 · Kelsey Davis

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