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Carrie Doring's Avatar

Carrie Doring

Joined Apr 15, 2021

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Last activity Jan 23, 2025

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ACTIVITY OVERVIEW

Latest activity by Carrie Doring

Carrie Doring created a post,

Post Feedback - Help Center (Guide)

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

When we use the default search bar on the home page, we get a big list of results that can be filtered in a number of ways.  What is missing is the ability to sort these results.  If you search for “license” on our home page, there are 28 article results and 448 community results.  However, there seems to be no order in which these are presented, the top 5 have 3 results from 2021 and only one from 2024.

 

What problem do you see this solving? (1-2 sentences) 

My agents often need to quantify an issue over a number of months by seeing how many community posts there are about it.  Searching on a common topic may produce 100's to 1000's of pages they have to sort through to find recent posts.

 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

This problem happens on a daily basis. 

 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

No real workaround, just a lot of manual work to look through lots of results.

 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

We would like to have a sort widget, same as what the Zendesk support site shows on the search result page: 

Posted Jan 23, 2025 · Carrie Doring

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Carrie Doring commented,

Community comment Feedback - Reporting and analytics (Explore)

Thanks Orsolya Forster!  I do use the article views available in Explore to track what my customers are viewing.  What would be helpful is to be able to get metrics on other pages, like the home page or the forums topics page.  We do use Adobe Analytics for this data, but not all Zendesk customers have access to external data analytics packages like this.

View comment · Posted May 30, 2023 · Carrie Doring

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Carrie Doring commented,

CommentUsing themes and customizing your Help Center

Hello!  I'd like to link to an asset in my branded agent signature, but can't get any of these expressions to work.  I'm using this markdown code:

[![alt text](imageurl)](linkurl)

What should I use for the imageurl?

Thank you!

View comment · Posted Feb 02, 2023 · Carrie Doring

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Carrie Doring commented,

Community comment Feedback - Reporting and analytics (Explore)

+1 to this request!  I want to specifically call out how important it is to my business to be able to see views of our home page.  I would like to use this data to figure out how many users come to the site, and then how many then interact with FlowBuilder and how many link out to view articles.  Having access to this data that defines our user journey through the site will be very helpful to understand where we need to commit resources to improve our self-help options.

View comment · Posted May 03, 2022 · Carrie Doring

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Carrie Doring created a post,

Post Feedback - Help Center (Guide)

Feature Request Summary: 

Currently, all views (and votes) for archived articles get rolled up into one line on the article view section of the Guide dashboard in Explore.  This doesn't give us an accurate representation of what our users viewed when we look at a longer time period

Description/Use Cases: 

  1. Agent opens the Guide dashboard in Explore
  2. Agent selects one year as the time period
  3. Agent sees a row at the top of the report with no title or author, showing large usage.  This line represents all archive articles rolled up

 

Business impact of limitation or missing feature:

Archived articles are an important part of KB view history for a help center.  Not being able to break out these articles into separate rows in the article view report can throw off the entire report if we want to look at usage over a large time period.

Other necessary information or resources:

Edited May 03, 2022 · Carrie Doring

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Carrie Doring commented,

CommentUsing the knowledge base in Help Center

Is there an API that would allow us to send a post or comment into the moderation queue programmatically?  

View comment · Posted Mar 10, 2021 · Carrie Doring

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Carrie Doring commented,

CommentUsing the knowledge base in Help Center

Hello!

What is the difference between rejecting a post from the moderation queue, and adding it to the spam queue?

View comment · Posted Feb 03, 2021 · Carrie Doring

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Carrie Doring created a post,

Post Feedback - Community Forums (Gather)

It would be really helpful if there was a process to moderate new users and mark them as certified if they are participating constructively, and moderate their posts if they are not.  

Here are some scenarios:

New user posts for the first time

  • Post goes directly to moderation queue
  • If post is accepted, it's published and the user is marked "certified" (or some other appropriate term)
  • If post is rejected, it's not published and the user is not marked "certified"
  • It would be great if the user was sent an email about why the post was not accepted.  Being able to select from a series of macro-like responses for the email message would be even greater.

Any user posts

  • system checks if the user is certified
  • if user is certified, post goes through
  • if user is not certified, post goes to the moderation queue

Track users that have had multiple posts rejected

  • A dashboard in the moderation area shows a lists of users whose posts have been rejected multiple times (5 is probably a good number) and there is an option to ban them

List of banned users

  • Throwing this in here as it would be useful to see a full list of all banned users

This would help us quite a lot, as it would train users that their non-productive posts won't appear on the forums.  And it would let our active participants continue to post.

Posted Jan 26, 2021 · Carrie Doring

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Carrie Doring commented,

Community comment Q&A - Help center and community

Thanks Nicole!

So just to clarify, when all of these posts and comments are deleted, they will also be removed from the moderation and spam queues?  Do you have any recommendations for how to save a user's posts/comments before you ban them?   

View comment · Posted Jan 12, 2021 · Carrie Doring

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Carrie Doring commented,

Community comment Q&A - Help center and community

Hello-

When I ban a user, do their posts/comments still remain in the moderation queue?  We want to keep a record of activity but not allow the user to post anymore.

View comment · Posted Jan 11, 2021 · Carrie Doring

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