Joe Fedric

1. Guide
2. ...
3. Guide reporting and SEO
4. Redirecting traffic from deleted Help Center articles

Really?! Give us normal 30x redirect facilities for articles.  How hard can that be?  We're using two Help Centers, and I have to maintain two separate JS redirect banks on my HCs.  Also, your JS c...

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• Joe Fedric
• Edited February 16, 2018 23:54
• 6 votes

1. Cross Product
2. ...
3. Setting up single sign-on
4. Multibrand - Using multiple JWT single sign-on URLs (Enterprise)

Hi there - I've noticed a problem with the multibrand SSO script.  I am using the script above, with no changes, except for URLs.  The SSO signin for Brand A works 100%, on all browsers and OS vers...

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• Joe Fedric
• Edited September 21, 2017 18:19
• 0 votes

1. Guide
2. ...
3. Working with Answer Bot (Guide add-on)
4. Viewing and managing your Answer bot settings

And, the most elegant solution, is the 3rd and last comment. Justin: May 3, 2017~I would probably recommend not sending out surveys for tickets that have no assignee. That's a nice simple solution ...

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• Joe Fedric
• Edited July 14, 2017 19:46
• 1 vote

1. Guide
2. ...
3. Working with Answer Bot (Guide add-on)
4. Viewing and managing your Answer bot settings

@Nicole, I'll move my convo over there! :) Edit: Do you think you could save us a bit of time and let me know if there is already a topic on this subject?  I'd like to search for it, but I have cus...

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• Joe Fedric
• Edited July 14, 2017 19:41
• 0 votes

1. Guide
2. ...
3. Working with Answer Bot (Guide add-on)
4. Viewing and managing your Answer bot settings

@Nicole, The problem I have with that approach mirrors ZD's own logic when it comes to automatic ticket merging: it is unpredictable. Do I really want only customers that didn't get an automatic an...

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• Joe Fedric
• Edited July 14, 2017 19:10
• 0 votes

1. Guide
2. ...
3. Working with Answer Bot (Guide add-on)
4. Viewing and managing your Answer bot settings

@Rhonda, so you've faced the same challenge.  I'm not sure if I should disable it, as we're a photo editing software company that has many technical processes to follow should something not work.  ...

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• Joe Fedric
• Created July 14, 2017 18:50
• 0 votes

1. Guide
2. ...
3. Working with Answer Bot (Guide add-on)
4. Viewing and managing your Answer bot settings

@Rhonda, I suppose changing the wording is one way to do it, assuming they are reading :) My customers have a bad habit of not reading :p I'm going to work on the trigger a bit - I just wanted to s...

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• Joe Fedric
• Created July 14, 2017 18:24
• 1 vote

1. Guide
2. ...
3. Working with Answer Bot (Guide add-on)
4. Viewing and managing your Answer bot settings

Only twice?!  I'm jealous.  Man, I'm sitting on about 3 dozen bad reviews thanks to this (our volume is ~300-500/week).  I've reached out to these people to educate them on what that button does, b...

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• Joe Fedric
• Created July 14, 2017 16:24
• 0 votes

1. Guide
2. ...
3. Working with Answer Bot (Guide add-on)
4. Viewing and managing your Answer bot settings

I'm not sure how large of a problem this is for anyone else, but I've noticed a regular occurrence of users submitting tickets, getting their answer suggestions, then selecting "Please close my req...

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• Joe Fedric
• Created July 14, 2017 15:23
• 0 votes

1. Community
2. Feedback on Support
3. "Requester can see this comment" default setting

+1 from Topaz Labs.  I concur with @Dan's suggestion to give us the option.  

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• Joe Fedric
• Created May 31, 2017 21:14
• 1 vote