Anton Maslov
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Anton Maslov hat einen Kommentar hinterlassen
How to make Twitter channel compliant with GDPR? Any user can mention us, which will create a ticket. And we already like storing their twitter ID without any consent.
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Anton Maslov hat einen Kommentar hinterlassen
Redaction App is broken for non-admin users: https://github.com/zendesklabs/ticket_redaction_app/issues/72
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Anton Maslov hat einen Kommentar hinterlassen
Hi Rob, in our case, we automatically create tickets for chats and calls, what is kind of similar to your approach. Also "start chat" button is on Zendesk HC page, so basically in Google ...
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Anton Maslov hat einen Kommentar hinterlassen
Hi Mary, I'm afraid I cannot help with CTR, we do not use Answer Bot.
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Anton Maslov hat einen Kommentar hinterlassen
Hi Mary, All of this is in ZenDesk insights reports and is being calculated automatically. Let me know in what metric are you interested in and I'll try to describe :)
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Anton Maslov hat einen Kommentar hinterlassen
As I understand user avatar is loaded from user filter value: https://analytics.zendesk.com/gdc/app/projects/%CURRENT_PROJECT_HASH%/images?displayFormIdentifier=label.userfilter.userfilter.useravat...
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Anton Maslov hat einen Kommentar hinterlassen
Sorry, but approach you use to create an article is not the way recommended by KCS. KCS teaches to create articles working with tickets in order: not to lose tacit knowledge not to make it as some...
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Anton Maslov hat einen Post erstellt
Knowledge Capture Publishing Workflow
Roles and Responsibilities 1. We do have 3 groups of engineers with corresponding groups in Zendesk: Candidate - newbies, who joined the team just recently and only able to create DRAFT and reu...
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Anton Maslov hat einen Kommentar hinterlassen
Arturo, thank you for sharing this! That's a great tip that helped me a lot. It is actually possible to use Drop-down fields as well: 1. Instead of "Checkbox" create and use Drop Down fie...
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Anton Maslov hat einen Kommentar hinterlassen
Just some part of how QA works in our case: We are following RQI principles to evaluate agents activity in KCS, that includes Link Accuracy, Participation, we also check article across style guide ...