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Jonathan Chellis
Joined Apr 15, 2021
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Last activity Feb 28, 2023
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Latest activity by Jonathan Chellis
Jonathan Chellis commented,
Thanks Lisa; I wish I could say that cleared up my confusion but unfortunately it did not.
I understand (I think) that a full agent in Support that also is an Agent in Guide will consume two paid seats; one for each role.
The article I linked above states Light Agents do not consume a seat, but a Guide Agent will still require a paid seat, consumed by the Guide Agent role.
If a user with the Light Agent role in Support that also has the Guide Agent role does not consume a paid seat at all, that is a very important distinction that doesn't appear to be documented effectively.
View comment · Posted Feb 28, 2023 · Jonathan Chellis
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Jonathan Chellis commented,
Hi Lisa,
Your last comment doesn't align with the below article regarding managing agent seats, which states Guide Agents require a seat on Support. Which one is correct?
https://support.zendesk.com/hc/en-us/articles/4408834934554?page=1
View comment · Posted Feb 28, 2023 · Jonathan Chellis
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Jonathan Chellis commented,
Some questions; the article mentions it was briefly possible to overprovision your account, and my org is affected by this. What is the time frame when this was possible?
Also, it's good to see licenses remaining, but there is no info provided as to how may seats we are overprovisioned by. Is it possible to show how many seats are used, instead of or alongside how many are remaining? This would be much more helpful. I ask because I'm trying to free up unused seats so I can assign a seat to just one user, but I cannot figure out how far overprovisioned we are and Zendesk's licensing scheme is... er, not exactly straightforward.
Edit: I'd also accept the admin center showing a negative value for seats remaining.
View comment · Edited Feb 28, 2023 · Jonathan Chellis
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Jonathan Chellis commented,
@... I like this, but would only grant any ability to publish to what you have as KCS III. Might also be a question of intended audience too - perhaps KCS II could publish articles that are only viewable by your org's agents and not to your end users/customers. This then would turn into a requirement for separate permission sets for who can publish articles with x or y visibility settings, which... also isn't part of Guide.
At least I'm glad I'm not the only one who needs more granular management permissions!
View comment · Posted Jun 30, 2021 · Jonathan Chellis
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Jonathan Chellis created a post,
We really need a mechanism to differentiate publishing permissions vs approving permissions. Our content experts need the ability to approve articles, but not to publish articles. This is because our content experts approve the content of the article, but are not intimately familiar with our publishing requirements and need the extra eyes to help correct spelling/grammar/formatting/etc.
Unfortunately the way Guide is designed now, it’s an all-or-nothing affair – you either get to approve AND publish, or you do not get either of those abilities. These permissions really need to be separated so we can prevent low quality content from being published before it has been QA'd.
Posted Apr 27, 2021 · Jonathan Chellis
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Jonathan Chellis commented,
I do not work for Zendesk but our org worked around this by keeping a link ready to a new article with the template_id option appended on the URL. This is actually how the KC app functions in the background, but you shouldn't need to have the KCTemplate label on your source article to make it work. You'll need the 12 digit article ID # from your source article to feed into the URL (You can find this in the URL while viewing the source article itself). Then plug that number into the new article URL and it will pre-fill your article for you.
As an example, if your source article ID # is 123456789012, this would be your "template" URL (assuming you're working in en-us):
https://[subdomain].zendesk.com/knowledge/articles/new/en-us?template_id=123456789012
View comment · Posted Apr 26, 2021 · Jonathan Chellis
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Jonathan Chellis created a post,
Article templates appears to be the only item I cannot change in bulk.
We have multiple templates used that are different for each article's context, but it appears this has to be changed per-article, one at a time, and cannot be changed in bulk in Guide Admin. There also does not appear to be a field in the API that can be used to either recognize a template in use on an article, or to change it.
I have a considerable batch of articles that need template changes, and they must be done one at a time; I cannot select them all in Guide Admin and make one click to change them all, nor can I batch edit them with a script and the API.
Posted Apr 26, 2021 · Jonathan Chellis
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Jonathan Chellis commented,
Yes, part of our business is providing support over the phone. It's easier to provide an article number by voice rather than the name of an article that might lead a customer to the wrong one when searching for it later.
View comment · Posted Mar 17, 2021 · Jonathan Chellis
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Jonathan Chellis commented,
Thanks for the response Jeremy - that's a helpful post.
What are the chances that the Zendesk devs can incorporate an option to make that unique ID (minus the slug) as something searchable? The idea is that I can provide a client that unique 12-digit number, and have them search our Guide instance and get a hit on that specific article with no ambiguity.
View comment · Posted Mar 16, 2021 · Jonathan Chellis
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Jonathan Chellis created a post,
In an environment where agents are providing support on several different products, providing customers with only the name of an article is not always practical as there is lots of room for ambiguity. It'd be great to see functionality within Guide to be able to have it automatically assign a unique article number that is easily provided and searchable by a customer. This way, agents can communicate to a customer "Look at article number 12345" so a specific article is being directed to, instead of "Look at article 'How to fix x problem in y product'", where ambiguity and possibly incorrect search results may lead a customer to the wrong article.
Posted Mar 16, 2021 · Jonathan Chellis
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