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Michael Mader

Joined Apr 15, 2021

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Last activity Aug 07, 2024

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ACTIVITY OVERVIEW

Latest activity by Michael Mader

Michael Mader commented,

CommentReporting and analytics for help center

^^  Just noticed today, there is now a filter for ticket status!  Thank you Zendesk for adding that!!  This solves my problem!

View comment · Posted Jul 21, 2023 · Michael Mader

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Michael Mader commented,

CommentReporting and analytics for help center

Hey all,

I've noticed that % agent engagement is counting on all assigned tickets (resolved and unresolved), rather than only solved.  I'm curious as I haven't found a metric for solved tickets in the Knowledge Capture dataset, is there a way to report % agent engagement on only solved tickets?  

[(created article tickets)+(linked article tickets)]/total solved tickets

It makes sense to me that if the customer engagement is still unsolved, the agent will still have an opportunity to link or create a knowledge base solution and thus it shouldn't lower their engagement metric.  

 

Thanks for the assist!

View comment · Posted Jul 03, 2023 · Michael Mader

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Michael Mader commented,

Community comment Q&A - Reporting and analytics

Thanks Gab, I think I was doing a bit too much work on this one as the Agent Engagement metric should get us what we need.

  • Agent engagement: The percentage of tickets with Knowledge or Knowledge Capture app activity from the total number of tickets.

View comment · Posted Jan 05, 2023 · Michael Mader

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Michael Mader created a post,

Post Feedback - Help Center (Guide)

We have implemented a KCS system and are running into some issues at present.

 

Currently, our support engineers are "creating" or "saving" drafts of articles to be reviewed by a team of publishers.  Our publishers are taking these drafts and publishing them internally (restricted by permission).  There has been a drastic increase in content and our team of publishers is overwhelmed and cannot keep up with the demand due to the new process.  This is causing duplicate work as other engineers don't know another article exists because it's still in draft and is not pulling in "Knowledge".  Our engineers are creating multiple articles of the same resolutions and our publishers are having to delete the work.

 

Traditional KCS allows support engineers to publish "unverified" articles.  This will allow other engineers to see that an article already exists for what they are encountering (and link), but will also alert them that the article hasn't been verified yet (and can add feedback if it's proven incorrect!!).  This reduces the chance of duplicate work for the engineers and the publishers, and will allow our publishing team to review the unverified articles while they are live (buying them more time to ensure accuracy).  

 

I don't see a way to use verified/unverified on published articles outside of a time constraint set in the article verification rules.  

 

I'd love to see a way to allow front line support engineers the ability to create articles in an "unverified" state for internal users (restricted by permissions) to see.  I'd love for the publishers to get this content and be able to verify it (as it's live and available).

Posted Dec 29, 2022 · Michael Mader

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Michael Mader created a post,

Post Q&A - Reporting and analytics

Our Support agents are going to be expected to create new or link existing Guide articles on 80% of their solved tickets.  I can pull all kinds of counts out of the box in relation to created articles and linked articles, but am having issues combining them into one metric.

 

In looking at the logic, it makes sense to me that the following calculated metric would provide this information.

(( D_COUNT(Linked article tickets) + D_COUNT(Created article tickets)))/DCOUNT_VALUES([Ticket ID])

 

It doesn't seem to be working the way it seems to be as it should.

 

I'm hoping someone can help me figure out how to combine these as I'd prefer to keep them in one simple clean %. 

 

Thanks in advance!

Posted Nov 07, 2022 · Michael Mader

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Michael Mader commented,

CommentTicket management

I just had a ticket solved out by Zendesk Support, saying this article is incorrect, saying that "At this time, unfortunately, It is not possible to make a public reply or internal notes default by channel, it is a feature at the account level."

Per this article, this is not true, but it's also not working for us.  With the settings listed below and the chart in this article, I would anticipate anything "Non-email" to default to PRIVATE becuase the box isn't checked - "Support (For example, SMS, Web, or API)", and active Chats, which is ridiculous, but that's what it is, I've submitted product feedback there. 

I would also expect email tickets to default to public based on the second box being checked.  I'm being told by Zendesk Support that this doesn't function that way.  Will someone please explain why my email conversations are still defaulting to "Internal note" for my agents.

 

View comment · Posted Oct 28, 2021 · Michael Mader

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Michael Mader created a post,

Post Feedback - Chat and Messaging (Chat)

We have just migrated to Agent Workspaces and we have noticed our SLA metrics drop significantly.  In going through the events tab on conversations, it seems that when a Conversation is ended, the Conversation log is being dropped in the ticket as a public comment from the requestor when it's being sent to them, rather than the system, which is triggering the SLA - first reply time. 

Typcially we don't reply back to the customer via email if we are able to solve the Chat.  Is this expected behavior?  I don't want to exclude the Chat channel from our SLA metrics in case they need to channel switch to email.  Would someone please help me with this!?

Posted Oct 27, 2021 · Michael Mader

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Michael Mader commented,

Community comment Feedback - Ticketing system (Support)

I'm having the same issue as Jamie.

View comment · Posted Oct 25, 2021 · Michael Mader

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Michael Mader commented,

Community comment Feedback - Ticketing system (Support)

I was informed by Zendesk Support that in order for our Chat agents to have their Chats served up in the comment box as a chat and not as an internal note, that I need to check the box "Non-email conversations are public by default", this however, also includes the API, in which our phone system integrates into Zendesk, that is now public by default.  

 

So it seems, we're being asked to either default phone calls (for those of us using the API) to public comments for the sake of Chat working correctly

OR

Default phone calls to internal notes (as they should be) and make my Chat agents switch from internal note to chat for every served up chat.

My question is, why are active chats that come in, not always automatically served in the Chat channel?  It seems weird that they would default to anything else?

View comment · Posted Oct 21, 2021 · Michael Mader

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Michael Mader created a post,

Post Feedback - Reporting and analytics (Explore)

In current state, it seems that SLA's are only measured by current assignee.  We are moving from an "own the ticket to completion" mentality to a "swarm the ticket as a team to get it solved quicker" as Zendesk was intended.

 

We are struggling to pull accurate SLA's for individuals during different parts of the ticket as now the assignee changes frequently as tickets are worked.  As a 24-7 Support Center this is presenting an issue, because if 4 people change to assignee through the day and say person 3 lets the ticket sit and breaches SLA, person 4 picks it up, makes themselves the assignee and solves, person 4 gets hit with the breached SLA.  Person 3 is no longer associated with the ticket - or the breach.

 

I would love for a better individual reporting solution, so that when we go into 1:1's with our direct reports, what we are showing accurately reflects the work they are doing - not someone else's.

 

Thank you for the consideration!

Posted Aug 24, 2021 · Michael Mader

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