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Anton Maslov
Joined Apr 15, 2021
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Last activity May 18, 2023
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Latest activity by Anton Maslov
Anton Maslov commented,
Hi, is there an API or Trigger/Macros to submit ticket comment in a draft mode? One of the use-cases we have:
1. Agent uses Macros to pre-fill reply which sets comment as a private comment
2. Agent edit/modify reply and send it as public.
So you see with initial problem and Agent Workspace there is no buffer between comment/public reply so I still cannot use that workflow. Posting comment by Macros in a "draft mode" can be an option.
Or should I just change macros to add comment as a public and if agent has "draft mode" enabled it will be kept as draft?
View comment · Posted May 18, 2023 · Anton Maslov
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Anton Maslov commented,
Amazing feature!
Another benefit for the agents could be to use ChatGPT to parse issue description and suggest steps to resolve based on knowledge base articles. Do you have anything like this on a roadmap?
View comment · Edited May 10, 2023 · Anton Maslov
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Anton Maslov commented,
- It is not possible to exclude filters from reports (e.g. one report needs to be filtered by “created date” while another one by “solved date”)
- It is not possible to add tabs to dashboard (for example I want to show individual stats on one tab and team stats on another)
- Data filters cannot be combined for different datasets like it works in a current builder. So if I want to use reports from different datasets it is needed to add filters for each dataset and manage them separately
View comment · Posted May 03, 2023 · Anton Maslov
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Anton Maslov commented,
We recently switched from Legacy and faced this too, it brings too issues:
- Newer replies at the bottom and you have to scroll it down each time.
- The reply window is always takes part of the screen, reducing my working area. It mostly affects laptops with small screens: it hides a lot of area and make it unusable.
View comment · Posted Apr 10, 2023 · Anton Maslov
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Anton Maslov commented,
Hi,
Our use-case is same as for the Trudy.
Answering also to questions from Amisha:
> Are there ever situations where you need to compose a messaging or chat response on internal notes? Would you like to carry drafts over from internal notes to messaging or chat composer as well? Or the only use case is to carry drafts to email composer?
I'd say it is true for the email composer only.
2. If we provide a setting to turn on carry over of drafts, would you prefer to select the channels it can carry the drafts over to? Example: You can select to carry over to only email or only messaging or both?
Currently we don't use Zendesk messaging, but I'd like to have a flexibility just in case.
View comment · Posted Apr 10, 2023 · Anton Maslov
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Anton Maslov commented,
Shannon Kertis could you please correct the link to remove Community, the one provided in your post results into 404
View comment · Posted Dec 06, 2022 · Anton Maslov
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Anton Maslov commented,
Hi Mary,
All of this is in ZenDesk insights reports and is being calculated automatically. Let me know in what metric are you interested in and I'll try to describe :)
View comment · Posted Nov 27, 2017 · Anton Maslov
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Anton Maslov created a post,
Roles and Responsibilities
1. We do have 3 groups of engineers with corresponding groups in Zendesk:
- Candidate - newbies, who joined the team just recently and only able to create DRAFT and reuse existing knowledge.
- Approver - an experienced engineer who validates DRAFT from the technical point of view and across content standard.
- Publisher - the most experienced engineer who may publish articles externally.
2. We do have two categories in HC:
- Knowledge Triage - internal section
- Public - section available to customers. With User Segments in guide, we allow only Publishers to modify articles in that group
Creation & publish workflow
To create:
We use two templates to create articles:
For technical articles:
- Symptom
- Cause
- Resolution
For how-to articles:
- Question
- Answer
All the new articles are going to "Knowledge Triage" section and corresponding tickets are routed to an "Approvers" group by a trigger.
To publish:
1 hour per shift approvers have to spend working with tickets from Approvers group (separate view for agents). When articles reviewed, they put it into "Publishers" group.
1 hours per shift approvers have to spend working with tickets from Publisher group. When the article is published, KCS ticket is solved.
To flag:
Articles that are located in Knowledge Triage section (DRAFTs) have to be fixed by engineers asap, without flagging.
Articles that are located in Public section have to be fixed by publishers asap, without flagging.
In case not a publisher works with a Public article, he has to "flag" it and write in a comment what needs to be fixed. In that case, the ticket is routed by triggers to Publishers group for review.
Quality
We have a group of coaches in order to verify the quality of the processes & articles.We follow RQI approach. We use PlayVox extension for that. We select a pool of tickets with created/flagged/linked articles and set evaluate them.RQI is a KPI for engineers
Reporting
We track the following:
KBC - knowledge base coverage - how much tickets are solved with existing articles
PR - participation rate - that % of tickets has linked article
TTP - time to publish - % of articles published externally within X hours
KCS reuse per week - the most popular articles with most # of linked tickets. Top articles passed to engineering to verify if the issue is a bug and need to be fixed ASAP.
Also, we are tracking article backlog (is it growing or reducing) and KCS activity per engineer.
Posted Aug 24, 2017 · Anton Maslov
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Anton Maslov commented,
Just some part of how QA works in our case:
We are following RQI principles to evaluate agents activity in KCS, that includes Link Accuracy, Participation, we also check article across style guide and content standard. We use PlayVox module for that and tags to distinct and review tickets with new/known articles and tickets without articles. I can describe it in details if it someone would need it.
2 Daniel: could you please describe reporting more: reports example and how you analyze them, how it helps you. That's the most interesting part I believe :)
View comment · Posted Aug 15, 2017 · Anton Maslov
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Anton Maslov commented,
Daniel, what about detaching articles? Or how do you proceed in this scenario:
1. The agent finds some symptom, but there is no article for this, so he created a new one.
2. Later agent finds additional symptom and existing article, that is being linked to the ticket.
How you proceed in such cases?
View comment · Posted Aug 15, 2017 · Anton Maslov
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