Samantha Flaherty

1. Community
2. Guide - Product Feedback
3. Sub-section in Knowledge Base

I agree with the sentiment above; I also feel the threads about the dashboard in Zendesk are also along the same lines. It's in the backlog for years and years (and years) and then there's a releas...

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• Samantha Flaherty
• Erstellt 25. Mai 2017 15:47
• 4 Stimmen

1. Community
2. Completed Product Feedback Requests - All Products
3. Web Widget - Amend Text Colour

Hi Erica, Brilliant news - thanks for the speedy reply! :)

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• Samantha Flaherty
• Erstellt 7. September 2016 07:55
• 0 Stimmen

1. Community
2. Guide - Product Feedback
3. Ability to export filtered list of articles from Manage articles

We really need this setting up - I can't give out the 'Manage help centre' role option to all staff as we need agents to only see articles within their teams / shared articles.  I mentioned several...

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• Samantha Flaherty
• Erstellt 22. August 2016 14:19
• 0 Stimmen

1. Community
2. Support - Zendesk-led Discussions
3. Community discussion: How do you measure workload?

I like to look at historical backlog, so I can show over time (perhaps 30 days) the amount of tickets created in a set period. Matching that up to solved tickets and using a turnaround % metric (ti...

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• Samantha Flaherty
• Erstellt 10. November 2015 12:54
• 1 Stimme

1. Community
2. Support - Zendesk-led discussions about Support
3. Zendesk on Zendesk: Maintaining an internal IT Zendesk to provide company-wide support

Hi Douglas, Is your IT Help Centre an independent, full Zendesk instance, separate to your Zendesk Support one?  We also have a private area on our help centre, populated with internal content whic...

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• Samantha Flaherty
• Erstellt 2. November 2015 12:17
• 0 Stimmen

1. Community
2. Support - Insights and Reporting Q&A
3. Insights - Tags "starts with" or "contains"

Hey Kris, I see your point - as far as I am aware, there isn't a way (using GoodData) to get a report to look at only part of a field selection;  The best suggestion I'd have for this is to create ...

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• Samantha Flaherty
• Erstellt 6. Oktober 2015 17:11
• 0 Stimmen

1. Community
2. Support - Insights and Reporting Q&A
3. Insights - Tags "starts with" or "contains"

Hey Kris, We're also using an 'about' field which is proving to be ever-helpful (thanks for the tip Zendesk!).  To get this into reporting, you'd want to create a report and set: What: '# tickets' ...

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• Samantha Flaherty
• Erstellt 6. Oktober 2015 16:20
• 0 Stimmen