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Mirek Kokes

Beigetreten 16. Apr. 2021

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Letzte Aktivität 17. Juli 2024

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KommentarTicket automation and collaboration

Hello, 

 

We would like to withdraw from this EAP as it is not useful for us in its current set up. I contacted Amisha Sharma on July 12, but no response. When talking to Zendesk Support yesterday, they suggested to make a post in this article.

 

Thank you.

Kommentar anzeigen · Gepostet 17. Juli 2024 · Mirek Kokes

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Community-Kommentar Feedback - Ticketing system (Support)

+1

Kommentar anzeigen · Gepostet 27. Feb. 2024 · Mirek Kokes

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Community-Kommentar Discussion - Success with Zendesk
Hello everyone,
 
I would like to pick your brain on two things - multiple Help Centers
 
  1. One product per Help Center. 
 
In Zendesk, you have one Help Center and the Products are categories. And this is how most clients use Zendesk, from what I was able to explore (including Zendesk themselves) This is also what we have now. But the potential use case is that you have a suite of products that have their own features and a lot of content to write about. So the idea is to create multiple Help Centers and each Help Center is going to contain one specific product. Besides some other products, we have 2 core ones - TMS & Strings and they both have Term Base and Translation Memory, but those features require different set up. But when you search for e.g. Term Base in this one shared HC, you wil get results for both. Additionally, if you have an AI-powered bot, it scans all the content and can hallucinate more often than expected. I believe that having separate HC could help?
 
Also, I know there is an option to allow search across Help Centers which could potentially help as well?
 
2. Use Multiple HC feature in order to host different content.
 
E.g. Help Center #1 is dedicated to users who are familiar with the product - the content is more technical. Help Center #2 is dedicated purely to Onboarding and Getting Started - simpler language, a lot of screenshots, etc. Help Center #3 serves another purpose, Help Center #4, another purpose, etc. Right now, what I see a lot is the same thing as in use case 1 - Onboarding materials and Getting Started being part of one Help Center as a category.
 
What I would like to find out is if you think these are use cases for a separate Help Center instances and if yes, are there any companies which are using it this way? And if yes, would you be able to share their Help Center URLs?

Kommentar anzeigen · Gepostet 20. Feb. 2024 · Mirek Kokes

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KommentarEnd users and organizations

James Hanley

Do you have an ETA on Pod28 please? I am eager to test it.

Kommentar anzeigen · Gepostet 20. Feb. 2024 · Mirek Kokes

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KommentarEnd users and organizations
The updates to closed and archived tickets are in a testing phase and will hopefully be released to the beta very soon.
James Hanley any idea when exactly? Is it going to be released still in Dec 2023?

Kommentar anzeigen · Gepostet 01. Dez. 2023 · Mirek Kokes

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Community-Kommentar Feedback - Ticketing system (Support)

Hi,

 

It's great to see that this is going to be implemented. I would like to definitely be part of the EAP/Beta for this James Hanley. Can you sign us up please? Thank you.

Kommentar anzeigen · Gepostet 06. Okt. 2023 · Mirek Kokes

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Community-Kommentar Feedback - Chat and Messaging (Chat)

+1, absolutely a must have

Kommentar anzeigen · Gepostet 05. Juli 2023 · Mirek Kokes

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KommentarReporting and analytics for help center

Hi Dane would you be able to provide me a step by step instructions how to create a formula in Zendesk explore which would calculate self-service ratio and gave me the e.g. 40:1, 4:1 result?

I was able to create 2 separate queries, but I am stuck and I can't make them work together because they are from 2 different datasets.

Thanks for your help.

 

Kommentar anzeigen · Gepostet 24. Apr. 2023 · Mirek Kokes

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KommentarBuilding reports

Hello guys,

I would like to ask, if there is there a formula that would allow me to display the most viewed article each day in a given month. E.g.

Thank you.

Kommentar anzeigen · Gepostet 09. Dez. 2022 · Mirek Kokes

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Community-Kommentar Feedback - Community Forums (Gather)

Orsolya Forster +1 for this feature request. Is there any feedback from the Product Team?

Kommentar anzeigen · Gepostet 12. Apr. 2022 · Mirek Kokes

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