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Shana Blackstone's Avatar

Shana Blackstone

Joined Apr 16, 2021

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Last activity Oct 21, 2024

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ACTIVITY OVERVIEW

Latest activity by Shana Blackstone

Shana Blackstone commented,

Community commentZendesk EAP - New Article Editor in Guide

Thank you for getting back to me, Patrycja. Unfortunately, you didn't answer my question. I know how to turn off the AI feature during the EAP. What I want to be clear about is the following: When the EAP is complete, can we still take advantage of the new editor features that are not AI related? We will not be purchasing the AI upgrades and want to be sure we will be able to continue using the non AI advancements to the editor when the EAP is done. 

View comment · Posted Oct 21, 2024 · Shana Blackstone

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Shana Blackstone created a post,

PostZendesk EAP - New Article Editor in Guide

We are currently testing the new article editor in guide. One of the concerns I have is there is AI summaries tied into this feature. We have not been approved to move forward with using any advanced AI features of Zendesk. When the EAP is complete, can we still take advantage of the new editor features that are not AI related? I do not want my team to get excited to use the editor features only to find out because this is tied to AI we won't be able to continue using them. To be clear, we have no interest in the AI summaries in the EAP. 

Posted Oct 17, 2024 · Shana Blackstone

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Shana Blackstone commented,

CommentEnd-user guide for Help Center

I noticed this link at the top of this article loads “The page you were looking for doesn't exist”

As this as been in beta for 2 years, I'd like to review any know limitations before we try to implement these changes. 

View comment · Posted Sep 16, 2024 · Shana Blackstone

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Shana Blackstone commented,

CommentAnnouncements

Having this "Collaborative working (supporting multiple users in the document at once)" from Zoe's first post would be game-changing. 

We first draft all articles in Google Docs. After SME review and comments, we copy the content to Guide and reformat it (this is now easier with new Zendesk updates).

We also agree the UI wasn't really that bad. There are just so many features missing. We had to purchase an entirely separate tool to get basic features like find and replace in HTML and across multiple articles. 

View comment · Posted Dec 21, 2023 · Shana Blackstone

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Shana Blackstone commented,

CommentWhat's new in Zendesk

I need clarification on the announcement for Guide. Didn't that feature come out at the beginning of March? This article speaks to the same thing, no?

https://support.zendesk.com/hc/en-us/articles/5454940498586-Announcing-search-and-filter-for-the-account-level-image-gallery

View comment · Posted Apr 01, 2023 · Shana Blackstone

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Shana Blackstone commented,

Community comment Feedback - Help Center (Guide)

I posted this before, but we started using this 3rd party app to work alongside Zendesk Guide, which is fantastic. We have been using it for almost an entire year, and it is just an amazing addition. Again, I know it stinks to have another tool to utilize Zendesk, but I can't say enough good things about it. It has find and replace not just for words in your articles but even URLs. It has analytics that tells us who clicked on what article and where they went after that or what tickets they put in after that. We added an option for when a customer downvotes an article to be able to type a reason why. All of this is out-of-the-box stuff from this application. Super affordable as well. I have no affiliation with this application other than we use it. I feel bad every time I see someone add another post here waiting for a Zendesk enhancement, so I decide to add our recent feedback.  

https://www.swifteq.com/zendesk-help-center-manager

View comment · Posted Mar 15, 2023 · Shana Blackstone

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Shana Blackstone commented,

Community comment Feedback - Help Center (Guide)

Does anyone know if there is a 3rd party app in the Zendesk Marketplace that would accomplish this? While I'd rather have this addressed by Zendesk, this is now the one issue holding us back from going multibrand. I'd be interested in trying a 3rd party app in the meantime. 

We offer 30+ applications that span across a diverse group of customers. Many of those customers use a wide range of our applications. We want to go multibrand to support catering our help centers to what a user would need to see and not clutter the main page with information not pertinent to every customer. But we know customers will complain if they have to go to multiple help centers to see all of their activities. 

View comment · Posted Mar 15, 2023 · Shana Blackstone

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Shana Blackstone commented,

CommentAnnouncements

We are about to rollout multibrand with our company to give customers a better Help Center experience.

Are there any plans with these enhancements to see tickets across brands by an organization and perhaps filter by brand?

We provide a wide range of software options that not all of our customers utilize. By breaking into brands, we are better able to control how much they have to search to find answers to what they might be working with. These customers might be using any number of brands, and it would be beneficial for their admins to see any tickets for all brands open for their organization in a centralized place.

View comment · Posted Mar 01, 2023 · Shana Blackstone

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Shana Blackstone commented,

CommentHow to fix issues with the community forum

When reading this article I was wondering, do you mean instead of

  • For articles/posts, you will receive email notifications for new articles/posts only in the section or topic.

you mean:

  • For sections, you will receive email notifications for new articles/posts only in the section or topic.

I ask because I read this as if I follow a section I WOULD get emails for when new articles are added, but for following an article I would get new emails ONLY when comments are added. Just ensuring we understand this. (We don't allow comments which is why I want to confirm)

 

View comment · Edited Nov 11, 2022 · Shana Blackstone

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Shana Blackstone created a post,

Post Feedback - Help Center (Guide)

This is currently how Content Cues work

  • Content Cues algorithm checks once a day for matching tickets
  • Tickets in less-than-Closed status get a tag applied for the 'View tickets' button
  • Three of the tickets identified by the algorithm (although unsure of how it chooses which three) are populated under the 'Related tickets' dropdown

Because of bullet number 2 the number displayed stating the number of tickets contributing to the content cue is deceiving. The number displayed might be 12 but when clicking to view the tickets that were used by the algorithm to create the cue you might only see 5 tickets.

As a user I would like to access all of the tickets that contributed to the content cue to be able to fully understand what next steps we need to take to address this cue.

Posted Oct 20, 2022 · Shana Blackstone

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