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Dawn Anderson

Joined Apr 15, 2021

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Last activity Oct 26, 2022

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ACTIVITY OVERVIEW

Latest activity by Dawn Anderson

Dawn Anderson commented,

Community comment Q&A - Help center and community

hI @...

I tried what you suggested but am now getting the below error:

When I remove that line from the document head the hero image comes back. Just tried the code and I don't need it in document head - just the bit in the code is hiding it on the page :)

Thanks for your help, got there in the end :)

View comment · Posted Aug 24, 2021 · Dawn Anderson

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Dawn Anderson commented,

Community comment Q&A - Help center and community

Hi @...

Should I just remove that section from the code? Not sure what it does?

View comment · Posted Aug 17, 2021 · Dawn Anderson

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Dawn Anderson commented,

Community comment Q&A - Help center and community

When I added the code, it didn't remove the form but it removed the hero image & search bar from the help centre? Had to remove it as we need these features to be visible.

View comment · Posted Aug 16, 2021 · Dawn Anderson

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Dawn Anderson commented,

Community comment Q&A - Help center and community

View comment · Posted Aug 16, 2021 · Dawn Anderson

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Dawn Anderson commented,

Community comment Q&A - Help center and community

Hi @...

Have followed your steps but the form is still present in the drop down list?

 

View comment · Posted Aug 16, 2021 · Dawn Anderson

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Dawn Anderson created a post,

Post Q&A - Help center and community

Hi!

I need to know how to hide a form from the 'submit a request' page drop down option, we don't want customers able to select it from the list (we are currently doing a trial by sending them a hyperlink to it through email contact). Customers are not required to sign in to submit a form so we can't use the option of hiding dependant on organisation (saw an article recommending this).

Does anyone know how I can do this please? Newbie coder here so not sure how to go around doing this!

Posted Aug 12, 2021 · Dawn Anderson

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Dawn Anderson commented,

Community comment Q&A - Objects, workspaces, and rules

This is a pretty cool trick!

Just so I'm reading it right, I only need to amend where it's XXXX below with my Zendesk domain?

https://XXX.zendesk.com/api/v2/tickets/{{ticket.id}}.json?ticket[comment][public]=false

View comment · Posted Aug 11, 2021 · Dawn Anderson

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Dawn Anderson created a post,

Post Q&A - Reporting and analytics

HI 

We are wanting to report on the number of interactions and see what the satisfaction score is. By having this reporting it will help us understand if number of agent replies is high does this have an impact on the customer satisfaction.

I created a query with the below metrics:

Sum(%Satisfaction Score)

Agent replies brackets
Ticket created - Month

In the filters, I added a filter to look at a date range (Ticket created - date) from the 1st Jan 2021 - yesterday

When looking at the results we have a few questions:
- If the ticket was created in January and have +5 responses in Feb would it show within the Feb figures or January?
- Is the satisfaction only for tickets created in that month or is there crossover depending on when the agent replied?

We are wanting to look at the life cycle of a ticket and satisfaction score to return the results, so we can monitor results we want to be able to look at tickets for each month and see for the agent brackets what the satisfaction rating is?

 

Posted Apr 13, 2021 · Dawn Anderson

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Dawn Anderson commented,

Community comment Feedback - Ticketing system (Support)

Hi 

We would like to see more end-user updates especially to user profile name as this would be useful to understand if it was customer error or an agent has changed - with data breaches top priority it helps understand where the change was made.

View comment · Posted Mar 08, 2021 · Dawn Anderson

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Dawn Anderson created a post,

Post Q&A - Tickets and email

Hi All

We are looking to understand if anyone has a way of creating tickets in bulk with an attachment (different one each time)? Had a look around and can see that you can create tickets with an API - however I'm limited with coding skills and each time the attachment will not be the same.

 

Posted Feb 18, 2021 · Dawn Anderson

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