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Mary Paez

Joined Apr 15, 2021

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Last activity Aug 19, 2024

Knowledge Manager for Veeva Global Support KCS Certified

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ACTIVITY OVERVIEW

Latest activity by Mary Paez

Mary Paez commented,

Community comment Feedback - Ticketing system (Support)

This is a poorly planned feature that should never limit results.  Allowing more filtering options would be beneficial.  But, please extend the results to unlimited and let the agents find what they are looking for

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View comment · Edited Aug 19, 2024 · Mary Paez

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Mary Paez created a post,

Post Developer - Zendesk APIs

Need to access the owner and author fields of all our articles thru the API?  How can this be done? We are finding the author value but not the owner.

Posted Nov 27, 2023 · Mary Paez

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Mary Paez commented,

Community comment Q&A - Reporting and analytics

any update on this question?  We are getting tickets closed with KB are taking longer than tickets without KB. Doesn't seem right.  

 

View comment · Posted Jun 14, 2023 · Mary Paez

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Mary Paez commented,

Community comment Feedback - Reporting and analytics (Explore)

Is there any update on this?  We still are waiting for a way to do this?

View comment · Posted Apr 18, 2023 · Mary Paez

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Mary Paez commented,

CommentWorking with articles in the knowledge base

Did you also check the Managed by Setting as well as Visible to property?

View comment · Posted Mar 29, 2023 · Mary Paez

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Mary Paez created a post,

Post Feedback - Help Center (Guide)

Has this feature been added?  Eg: When you follow an article and the article is republished with changes, all followers will get an email notification letting them know the article is updated

Posted Mar 27, 2023 · Mary Paez

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Mary Paez commented,

Community comment Feedback - Help Center (Guide)

Has this feature been added?  Eg: When you follow an article and the article is republished with changes, all followers will get an email notification letting them know the article is updated

View comment · Posted Mar 27, 2023 · Mary Paez

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Mary Paez commented,

Community comment Q&A - Reporting and analytics

We created two separate reports and used a pivot table. When we do a comparison of linked article tickets and tickets without linked articles, The average resolution time in our report is higher in tickets without KB.  Did we do something wrong?

No = tickets without KB

Yes = tickets with KB

View comment · Edited Mar 23, 2023 · Mary Paez

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Mary Paez created a post,

Post Q&A - Reporting and analytics

We are comparing tickets with KB and tickets without to see if tickets with KB have a shorter processing time.   But the data does not seem correct. Can you give us an idea how we can do this?

"compare the average resolution time against tickets that had a link and tickets that did not"

the tickets with KB are appearing to take longer that tickets without.   We are not sure why

Posted Mar 23, 2023 · Mary Paez

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Mary Paez commented,

Community comment Feedback - Reporting and analytics (Explore)

We are comparing tickets with KB and tickets without to see if tickets with KB have a shorter processing time.   But the data does not seem correct. Can you give us an idea how we can do this?

"compare the average resolution time against tickets that had a link and tickets that did not"

the tickets with KB are appearing to take longer that tickets without.   We are not sure why

 
 

 

View comment · Posted Mar 23, 2023 · Mary Paez

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