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Graham Haire

Joined Apr 15, 2021

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Last activity Mar 22, 2022

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ACTIVITY OVERVIEW

Latest activity by Graham Haire

Graham Haire commented,

Community comment Feedback - Help Center (Guide)

Ideally, we could have a View that we as Agents could monitor for comments to articles.  Having to go to each article and 'follow' them seems a bit much.

 

View comment · Posted Feb 08, 2022 · Graham Haire

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Graham Haire commented,

Community comment Feedback - Apps and integrations (Platform)

The link in the post is broken.

View comment · Posted Feb 02, 2022 · Graham Haire

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Graham Haire commented,

CommentBusiness rules

Hi Jennifer - the link to the following Trigger Recipes are broken:

  • Can I notify a group if a ticket has not been updated?
  • Can I be notified when a problem ticket has reached a certain number of incidents?
  • How can I automatically notify users that their text message was received?
  • How can I send emails to a customer only after they have created a certain number of tickets?

Graham

View comment · Posted Feb 02, 2022 · Graham Haire

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Graham Haire commented,

Community comment Q&A - Reporting and analytics

Hi Brett - The link in your response is no longer valid.

One of the features I am trying to do with Guide is the ability to track who has seen an alert either through an acknowledgement process or simply by knowing which users have seen a particular article (the Alert in question).  I browse around for the article above but any help in this regard would be appreciated.

Graham

View comment · Posted Oct 27, 2021 · Graham Haire

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Graham Haire commented,

CommentUsing content publishing flows

Thanks for coming back to me, Brett.  I was about to post to the Guide Product Feedback site as you suggested however Jonathan beat me to it with this feedback article "Separate Permissions for Approve and Publish in Guide".  I voted it up.  For those interested, please do the same!

View comment · Posted Sep 03, 2021 · Graham Haire

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Graham Haire commented,

CommentReporting and analytics for help center

Hi all,

I noticed a blank line with the Article Views table in the Zendesk Guide: KNowledge Base dashboard.  This is a default dashboard, not one I have customized.  In the table that shows the top 50 articles viewed, line #3 is blank with 126 views.  Ideas?  The other lines are fine - they show the article title, brand, views and votes.  But the 3rd most viewed article has no title and no brand even when I filter to just one brand.

View comment · Posted Aug 30, 2021 · Graham Haire

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Graham Haire commented,

CommentUsing content publishing flows

Is there a way to allow certain agents to Approve articles without allowing them to Publish articles?  I have used User Segments and Management Permissions to allow for Edit permission to a certain group of agents so they can edit and review articles. What I would like to do is allow them to submit for Approval (which they can) to a group of agents that Approve content.  Then another group who can Publish. This seems to be possible after reading this article but am struggling on how to implement it,

View comment · Posted Aug 26, 2021 · Graham Haire

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Graham Haire commented,

CommentTicket management

When I manually create a ticket for a customer I fill in the data on the form much in the way described above either as a public or private ticket.  I then Submit as New or as Open.  In both cases, the ticket does not save the data in some of the ticket form fields.  The next time I open the ticket those fields are blank and I have to enter that data again.  If I do this and then submit the ticket (as Open) the data is saved with the ticket.  Is this by design or am I missing something? 

View comment · Posted May 28, 2021 · Graham Haire

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Graham Haire commented,

Community comment Feedback - Help Center (Guide)

Yippeee!!

View comment · Posted Jan 06, 2021 · Graham Haire

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Graham Haire commented,

Community comment Feedback - Help Center (Guide)

Thanks Kyle - Not a bad workaround.  It does work.  I'll wait on other comments before making this a more permanent solution,

View comment · Posted Jan 05, 2021 · Graham Haire

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