Jonathan Chellis
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Last activity
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Activity overview
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 s...
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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.co...
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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 lic...
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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 vi...
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Jonathan Chellis created a post,
Separate Permissions for Approve and Publish in Guide
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 o...
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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 b...
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Jonathan Chellis created a post,
Allow Templates to be Bulk Edited with Guide Admin or API
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-artic...
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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 ...
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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 ide...
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Jonathan Chellis created a post,
Incorporate Unique Numbers/IDs with Articles
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 ambigui...