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Jennifer Rowe

Joined Apr 14, 2021

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Last activity Feb 06, 2025

Zendesk Documentation Team

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ACTIVITY OVERVIEW

Latest activity by Jennifer Rowe

Jennifer Rowe commented,

CommentWorkflow best practices and recipes

HI Annaëlle 

The rollout is ongoing until Feb 12, 2025. 
Hope that helps!

View comment · Posted Feb 06, 2025 · Jennifer Rowe

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Jennifer Rowe commented,

CommentEnd-user guide for Help Center

Hi Summer Polacek,

Instant search is the search method used only while the user is typing in the search box. That search method uses titles only, not body text or labels.

 

As soon as a user types a search term and presses Return/Enter, then native Help Center search is used. That search method includes titles, body text, and labels.

 

 

View comment · Posted Feb 05, 2025 · Jennifer Rowe

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Jennifer Rowe commented,

CommentThird party and social messaging channels

Thanks for letting us know, Heather! We'll take a look and get back to you.

View comment · Posted Jan 27, 2025 · Jennifer Rowe

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Jennifer Rowe created an article,

ArticleCustomer management and profiles

Available on all Suite plansAvailable on all Support plans

As an agent, you can add a personal signature to all the public ticket comments and outgoing email notifications you send from the agent interface. Your signature can include any text such as your name and position, your group, contact information, and so on. Use Markdown for advanced customization (see Formatting text with Markdown).

Note: An admin must include the {{agent.signature}} placeholder in either the common agent signature or a branded agent signature to allow agents to add personal agent signatures.

To add a personal agent signature

  1. In Zendesk Support, click your user icon in the upper-right corner and select View profile.
  2. In the Signature text box in the left sidebar, enter the signature text and any placeholders.
    Regards,
    
    Jane Tolland
    Customer Care Associate
    {{agent.email}}

Any text that your admin has configured in the common signature or a branded signature is included with your customized personal signature.

Edited Jan 22, 2025 · Jennifer Rowe

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Jennifer Rowe commented,

CommentAnnouncements

Zendesk is discontinuing Guide Content Cues on May 1, 2025. For more information see Annoucing the removal of Guide Content Cues.

View comment · Posted Jan 13, 2025 · Jennifer Rowe

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Jennifer Rowe commented,

CommentMeasuring success

Hi Molly Katolas and Nick,

To use the 1-5 scale you need to activate the updated customizable CSAT feature. (Be sure to turn off the legacy CSAT feature first, if you're using it.)

You can find information here:
https://support.zendesk.com/hc/en-us/articles/7689997846554-Sending-a-CSAT-survey-to-your-customers
 

Hope that helps!
 

View comment · Posted Oct 25, 2024 · Jennifer Rowe

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Jennifer Rowe commented,

CommentGetting started with Support

Hi Dave Plumley,
You can find information about changing the account owner here:

https://support.zendesk.com/hc/en-us/articles/4408822084634

 

But in your case, because the current owner has left the company, you should take a look at the note at the end of the “Finding the account owner” section in that article.

View comment · Posted Sep 05, 2024 · Jennifer Rowe

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Jennifer Rowe commented,

CommentRelease notes

Hi Adam Steinberg,

That link goes to an EAP that has been completed and archived. 

 

The feature has been released and is described here:

https://support.zendesk.com/hc/en-us/articles/7043034053658

View comment · Posted Sep 05, 2024 · Jennifer Rowe

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Jennifer Rowe commented,

CommentGetting started with Zendesk Suite

Hi Laya Y 

Here's all the information about creating articles for your knowledge base. 

https://support.zendesk.com/hc/en-us/sections/4405298910106-Working-with-articles-in-the-knowledge-base 

Hope that helps. Let me know if that's not what you're looking for.

Note that first you have to enable your help center in setup mode, before you can start creating content. This might already have been done for you, as part of the trial process.

You might also find this article helpful for evaluating help center in a trial:
https://support.zendesk.com/hc/en-us/articles/4408833984538-Evaluating-the-help-center-in-your-Zendesk-Suite-trial-account

View comment · Edited Aug 30, 2024 · Jennifer Rowe

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Jennifer Rowe commented,

CommentRelease notes

We've added late updates for Mobile SDKs and Explore.

View comment · Posted Aug 12, 2024 · Jennifer Rowe

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