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Ranking of words searched for within our company's Zendesk



Posted Apr 19, 2024

当社のZendeskアカウント環境内で、当社のエージェントがよく検索するワードを出す方法が欲しいです。
意図としては、当社はチケットを検索し、過去のチケットから文案作成することが多いです。
そのため、社内で多く検索されているワードがわかれば、
検索ワードからナレッジに掲載されていないが需要がある文案や、
みんなが分からないポイントをあぶり出すことができると考えたため。
ナレッジに文案を追加したり、分からないポイントは別途教えたりすることができ、対応スキルの向上につながると思います。

 

We would like a way to produce words that our agents frequently search for within our Zendesk account environment.
The intent is that our company often searches for tickets and drafts sentences from past tickets.
Therefore, we would like to know which words are searched for most often within our company,
We can use the search words to identify drafts that are not listed in the Knowledge Base but are in demand, and to identify points that people do not understand,
We thought it would be possible to identify points that are not listed in the Knowledge Base but are in demand, and points that people are not aware of.
We can add sentence plans to the Knowledge Base and separately teach points that people do not understand, which will lead to improvement of response skills.


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Shawna James

Community Product Feedback Specialist

Hey 蘇詩婷,
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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