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Sara Gardinier

Joined Apr 15, 2021

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Last activity Oct 26, 2021

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ACTIVITY OVERVIEW

Latest activity by Sara Gardinier

Sara Gardinier commented,

CommentUsing the knowledge base in Help Center

View comment · Posted May 05, 2021 · Sara Gardinier

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Sara Gardinier commented,

Community comment Feedback - Help Center (Guide)

Hi all,

Any movement on this?

We have a need for using templates outside the knowledge capture app as well. We plan on having several articles with the same structure and these are articles that we would create in advance of getting tickets, like for a new product release or a feature change. 

View comment · Posted May 05, 2021 · Sara Gardinier

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Sara Gardinier commented,

Community comment Feedback - Help Center (Guide)

Is there any update to the feature request of being able to export a csv (especially one that contains url links) for articles? 

I'm truly bewildered that this is not built-in functionality. I don't need the article content, just a list of the articles with links out to the actual article and perhaps columns others have suggested like "last updated" or tags or something. 

This doesn't seem that complex, you're storing all this information somewhere, it should be easier for us to access.

View comment · Posted Jan 26, 2021 · Sara Gardinier

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Sara Gardinier commented,

Community comment Feedback - Ticketing system (Support)

Agreed with Matt. We have views that we only need active at certain times of the year. It would be great if they were auto hidden if there were not any tickets in those views.

View comment · Posted Jan 06, 2021 · Sara Gardinier

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Sara Gardinier commented,

Community comment Feedback - Reporting and analytics (Explore)

The reports I am looking to generate would include data on which articles are being accessed by agents via search, if that helps. 

Basically, I want something that says:

Agent A searched for ______ (article they landed on) within _____ (timeframe).

View comment · Posted Oct 31, 2019 · Sara Gardinier

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Sara Gardinier commented,

Community comment Feedback - Reporting and analytics (Explore)

Another vote for this functionality within drillthrough! Clickable links is fine from the query, but I truly believe this should just be native functionality when using drillthrough. It seems counter intuitive that it is not naturally occurring behavior. 

View comment · Posted Oct 18, 2019 · Sara Gardinier

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Sara Gardinier commented,

Community comment Feedback - Reporting and analytics (Explore)

Agreed, I would love to have this more drilled down level of reporting for Agent SLA vs Ticket SLA.

View comment · Posted Aug 23, 2019 · Sara Gardinier

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