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Maggie Ungerboeck

Joined Apr 15, 2021

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Last activity Feb 17, 2022

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Latest activity by Maggie Ungerboeck

Maggie Ungerboeck commented,

Community comment Feedback - Community Forums (Gather)

That's great news Kasper! Thanks for the update!

View comment · Posted Dec 17, 2020 · Maggie Ungerboeck

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Maggie Ungerboeck created a post,

Post Feedback - Community Forums (Gather)

We have 2 community managers who subscribe to every community topic and get an email every time a new post is made. We then take those posts and put them into Microsoft Planner and assign them to the appropriate person to answer. The person then answers the post and closes the task in Planner.

Although this process works, it does require the manual effort of copying and pasting the information into Planner and also managing it through a different application other than Zendesk. What I'd like to see is the ability to Assign a community post to an agent or light agent similar to how you can assign an article in Guide. The agent/light agent gets an email notifying them they have an assigned post and can then action it from there.

Naturally, there would need to be a screen similar to the Manage Articles screen where the Gather Admin could see what posts are assigned. I have ideas on what other information would be on this screen but that would be another post:)

I know there is a request similar based on creating tickets but for us, that would be more cumbersome than what we need. We don't need the ticket functionality of Cc'ing people, macros, public replies, etc. We really just need the ability to assign it and see what is outstanding and what has been completed.

Posted May 07, 2020 · Maggie Ungerboeck

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Maggie Ungerboeck commented,

Community comment Feedback - Community Forums (Gather)

Hi All,

Wanted to add our use case to this thread as this would be a huge benefit in organizing our forums.

I realize merging/combining posts is difficult because of the comment threads and history. When I was doing my most recent organizing, I was thinking to myself - I wish I could just group these posts together under something like a heading. The history is preserved, the votes are preserved, the conversation thread is preserved but the posts are brought together into a single place. I'm not sure how realistic this is technically....this is just one user's dream:)

Thanks,
Maggie

View comment · Posted May 07, 2020 · Maggie Ungerboeck

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Maggie Ungerboeck commented,

Community comment Feedback - Community Forums (Gather)

Hi All,

Wanted to add my use case to this request as tagging posts would be a huge benefit to our organization. We'd use it for two purposes:

  1. To help in searching. A post may be about credit cards for example but the actual title nor post actually mention credit cards because it's about a processor. Right now, that post doesn't get returned if someone is looking for credit card information. Would be great to easily tag posts so that it can be returned in related search results.
  2. To help organize posts internally. Our Product Managers use the community to gather enhancement ideas but the enhancements for their specific product could be in several different forums. Right now, those enhancements just get lost. If we could tag them with a product and the PM could filter posts in the back end to get a list of all posts for that product......wow, that would be amazing for them!

Fingers crossed this helps build the case for the need for this functionality!

Thanks,
Maggie

View comment · Posted May 07, 2020 · Maggie Ungerboeck

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Maggie Ungerboeck commented,

Community comment Q&A - Help center and community

Hi Carlo,

This thread and the link Brett points to may be helpful in removing the empty phrase:

https://support.zendesk.com/hc/en-us/community/posts/360029294774-Flexible-hierarchy

Hope that helps!

Thanks,
Maggie

View comment · Posted Apr 07, 2020 · Maggie Ungerboeck

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Maggie Ungerboeck commented,

Community comment Q&A - Help center and community

Hi Erik,

You aren't the only one that has this same problem - we have it too. We use the same workaround that you do. Interested to see if anyone else has been able to find a better solution.

Thanks,

Maggie

View comment · Posted Jul 28, 2019 · Maggie Ungerboeck

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Maggie Ungerboeck commented,

Community comment Q&A - Help center and community

Hi Akshay,

This looks like a problem that crops up when you start using subsections. Here are some articles that may help with this:

https://support.zendesk.com/hc/en-us/articles/360021269734 (see the first comment and response on the article)

https://support.zendesk.com/hc/en-us/articles/216367358#topic_k23_2bj_chb

https://support.zendesk.com/hc/en-us/articles/360002113288-Adding-subsections-to-create-more-levels-in-your-Help-Center-Guide-Enterprise-

Thanks,

Maggie

 

 

 

View comment · Posted Jun 18, 2019 · Maggie Ungerboeck

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Maggie Ungerboeck commented,

Community commentDiscussion - Zendesk on Suite best practices

Hi Heather,

For information coming from different sources, we use Zendesk to either go in and flag articles with the Knowledge Capture App or to create at ticket that an article needs to be reviewed or updated.

Translations have been difficult for us. We have so much content that get changed often enough that it was next to impossible to keep up with the translations. We have been using the Google Translate widget that Merav mentions above. It has its challenges but is the best solution for us for the time being.

Thanks,

Maggie

View comment · Posted Jun 18, 2018 · Maggie Ungerboeck

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Maggie Ungerboeck commented,

Community comment Q&A - Help center and community

Hi Lou,

We still get negative feedback on some of the translations but we do have specific industry terminology that does make it difficult to use machine translations. We are trying to just make do with this approach for now as we aren't prepared to make the large investment in doing manual translations.

The translate widget shows on our end user page so it just translates the text on the page but it doesn't change the content of the article in the background.  We aren't copying the Google translation into a new article - we are just allowing our customers to use the Google Translate bar to translate the on-screen article to the language of their choosing.

Thanks,
Maggie

View comment · Posted Mar 14, 2018 · Maggie Ungerboeck

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Maggie Ungerboeck commented,

Community comment Q&A - Help center and community

Hi Lou,

There is code that you can insert into your page that shows the Google Translate bar at the top of the page so you can select the language for the page and it translates the text on the page to that language.  I've had some complaints about the translation it provides but it's a doable solution and way less expensive and time consuming than translating thousands of articles.

Here is the code we are using:








{{article.title}}
{{#if article.internal}}

{{/if}}


{{subscribe}}

It is in the article_page.hbs directly underneath this code:



The end result is this:

Hope that helps!

Thanks,
Maggie

View comment · Posted Mar 13, 2018 · Maggie Ungerboeck

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