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Suzie Baunsgard

Joined Apr 15, 2021

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Last activity Feb 25, 2022

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ACTIVITY OVERVIEW

Latest activity by Suzie Baunsgard

Suzie Baunsgard commented,

Community comment Feedback - Help Center (Guide)

I also would like to see this as a feature in the UI. 

View comment · Posted Feb 25, 2022 · Suzie Baunsgard

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Suzie Baunsgard commented,

Community comment Feedback - Ticketing system (Support)

We would love to see this, it would help us during onboarding and in cases where folks are leveling up their knowledge (but need to communicate with other folks before sending out). We can use internal comments, but it seems inefficient. 

View comment · Posted Nov 04, 2021 · Suzie Baunsgard

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Suzie Baunsgard commented,

Community comment Feedback - Help Center (Guide)

Hi, further refinement here. We'd love to notify people (or groups) on publishing, and as one of the people who admins content, I'd really like a notification when folks create a draft.

Long story short, we have a process for creating content, and creating a draft with no follow up notification leaves me in a position where publication is delayed (which is not great for our customers) and where my first interaction with a writer is not timely and not as positive as I'd like.

The features in publishing and guide admin are not as helpful as an actual notification. People are often doing their best in trying to do it right, but miss a step, don't quite get everything perfect, and something's left hanging in draft where it's not searchable and lacks visibility. 

View comment · Posted Jul 01, 2021 · Suzie Baunsgard

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Suzie Baunsgard commented,

Community comment Feedback - Help Center (Guide)

I've found (in the past) if I set the owner as someone who's more long tenured, it somehow causes less issues with changes to the author. Honestly, I manually track authors in a spreadsheet to deal with this.

It would be good to have a way to manage deleted or no longer valid users. (For example, by being able to filter in the Guide Admin view.)

View comment · Posted Jul 01, 2021 · Suzie Baunsgard

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Suzie Baunsgard commented,

CommentAccounts and billing

I've been able to get firefox 87 to work with our hostmapped help center (as an end user, with a hard refresh/cache clear)

https://blog.mozilla.org/security/2021/03/23/introducing-smartblock/

View comment · Posted Mar 30, 2021 · Suzie Baunsgard

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Suzie Baunsgard commented,

Community comment Q&A - Help center and community

When it happened today I found a cache clear/hard refresh cleared up the issue. 

View comment · Posted Feb 25, 2021 · Suzie Baunsgard

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Suzie Baunsgard commented,

CommentWorking with articles in the knowledge base

I think this will make sense for most of our use case (which is driven off of support cases) since I use analytics, votes, and release dates to pick what to update, and I need help seeing the trends in our tickets that would inspire new articles. 

On the other hand, my teammate runs an info portal for another brand that's not driven by support tickets, and it's not an improvement for her. ¯\_(ツ)_/¯ 

View comment · Posted Jan 07, 2021 · Suzie Baunsgard

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Suzie Baunsgard commented,

Community comment Feedback - Help Center (Guide)

I would love to see the option for triggers on articles, so that we could develop the ability to notify folks when the status changes. 

I get articles at all hours of the day (we're worldwide), and it's helpful to know soon after an item goes up so I can ask questions to that timezone in (whatever amount of crossover time) I have without waiting a whole day. 

View comment · Posted Aug 23, 2019 · Suzie Baunsgard

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