Kelsey Davis

1. Guide
2. ...
3. Using the knowledge base in Help Center
4. Analyzing your knowledge base activity with Explore

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 li...

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• Kelsey Davis
• Erstellt 20. Januar 2023 09:26
• 0 Stimmen

1. Explore
2. ...
3. Building reports
4. Metrics and attributes for Zendesk Guide

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. S...

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• Kelsey Davis
• Erstellt 18. Januar 2023 14:06
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1. Zendesk updates
2. Announcements
3. Announcing enhancements to triggers and automations

Thanks Tim Hartzuiker (pluscloud - Premier Zendesk Partner) thanks! Apologies I was actually on Current User is not and then looking for Full Agent

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• Kelsey Davis
• Erstellt 9. Januar 2023 09:03
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1. Zendesk updates
2. Announcements
3. Announcing enhancements to triggers and automations

I was quite excited by this one. I am particularly interested in this option: A new trigger condition that checks if the requester's role is or is not a light agent. This only applies to accounts ...

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• Kelsey Davis
• Erstellt 6. Januar 2023 12:49
• 1 Stimme

1. Guide
2. ...
3. Setting up Zendesk Guide
4. Enabling and disabling profiles in your help center

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 ...

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• Kelsey Davis
• Erstellt 6. Januar 2023 12:44
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1. Talk
2. ...
3. Managing Talk
4. Managing call recording options in Talk

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

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• Kelsey Davis
• Erstellt 6. Januar 2023 11:37
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1. Guide
2. ...
3. Working with articles in the knowledge base
4. About content tags

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 :  Up to 200 tags on ...

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• Kelsey Davis
• Bearbeitet 4. Januar 2023 10:59
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1. Zendesk updates
2. Announcements
3. Announcing Knowledge filter settings

Thanks Dane we have multibrand and I can't see how we can set the defaults per brand. I can do one brand of the options as you show above, but not setting different defaults for each of our brands

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• Kelsey Davis
• Erstellt 24. November 2022 18:03
• 0 Stimmen

1. Zendesk updates
2. Announcements
3. Announcing Knowledge filter settings

Can I do this differently per brand? I like the default filters for some brands and not others. We have multibrand on our account.

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• Kelsey Davis
• Erstellt 7. November 2022 09:37
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1. Support
2. ...
3. Views, ticket status, and ticket fields
4. How can I add additional ticket type options?

Thanks Viktor Osetrov - 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 cu...

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• Kelsey Davis
• Erstellt 25. Oktober 2022 08:32
• 0 Stimmen