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Kelvin Raymond
Joined Apr 15, 2021
·
Last activity May 15, 2024
Zendesk Administrator at Hyttetorget
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Latest activity by Kelvin Raymond
Kelvin Raymond commented,
Thank you so much Shawna for the instructions. I have updated the initial post to reflect the temeplate provided.
View comment · Posted Feb 02, 2024 · Kelvin Raymond
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Kelvin Raymond commented,
I made a suggestion that we should be able to pin articles with automations and triggers.
Reference: Pin helpcenter articles with triggers
This would be a super awesome tool for organizations to pin helpful internal articles to help out customer service.
View comment · Posted Jan 30, 2024 · Kelvin Raymond
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Kelvin Raymond created a post,
Pin Helpcenter articles with triggers
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)
We would like to automaticly pin helpcenter articles with triggers and automations. For example when a customers creates a ticket with a request for a refund. We would pin the internal ticket for how to process a refund to the ticket so our agents could find the routine.
This would make internal training much easier and rolling out new routines in our organization would become a walk in the park.
What problem do you see this solving? (1-2 sentences)
It would drasticly reduce questions regarding internal routines or problemsolving when we have sufficient data in our tickets. I believe it would make the agent experience much more joyful when you dont have to look to far for assistance.
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)
On a daily basis we get tickets returned to our administrators because our users are insecure or not sure on how to proceed. This would probably reduce this down to the minimum.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
Yes we have made a trigger using webhooks to publish an internal comment, this works but its much work to maintain and we dont have a nice tool to create beautifully formed texts with illustrations.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
The ideal solution would be to replace webhooks with a simple function to automaticly pin an article with triggers and automations. I believe the helpcenter could be much more integrated with the ticketing workflow.
Edited Feb 02, 2024 · Kelvin Raymond
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