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Starr
Joined Apr 15, 2021
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Last activity Dec 02, 2021
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Latest activity by Starr
Starr commented,
Hi. How can we reorder ticket fields in the agent interface? See screenshot. Thanks in advance!
View comment · Posted Dec 02, 2021 · Starr
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Starr commented,
Christian - Thanks for taking the time to provide details, and for dealing with our frustrations. I agree with Chris...still in love with most of Zendesk. It's kinda like my mt. bike, (an older Cannondale) which is a ton o' fun most of the time, except for this one problem it has - chain suck going up hills. Then I'm on the side of the road getting greasy and swearing at it. But I love it again once it's back up and running ;-)
View comment · Posted Aug 26, 2015 · Starr
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Starr commented,
@Mike West - There are two issues with copying content into multiple categories:
1) Duplicate content. This is a huge design no-no for any kind of data management system. It quickly becomes an administrative nightmare trying to keep things in sync.
2) As you mentioned, we get duplicate search results when we copy content into multiple categories. We've tried to work around this by using {{search_in_category}} on category pages that correspond to user roles. There is also an "everyone" category, into which articles that apply to everyone are placed.
We do not present a search box on the home page, and make the user select a role before allowing them to search. That avoids the duplicate search results, but also means that none of the articles from the "everyone" category are returned when they search. If they want search results from that category, they have to navigate to it and search again.
I'm now weighing whether or not it is more detrimental to the user to deal with duplicate search results, or to have to do 2 or more searches in order to get the information they're looking for. No matter which route I take, there will be pain points, and it will be necessary to educate the user on the peculiarities of how our Help Center works.
@Christian - Unfortunately, as users, we have to do bandaids. This thread has been going for 3 years, and there is still no solution other than bandaids. It seems like there is definitely demand for this feature. Can you share why it hasn't been implemented? Maybe it would be less frustrating for folks if we knew the nature of the obstacles. I, otherwise, love the product. But, this is a particular pain point. Thanks.
View comment · Posted Aug 25, 2015 · Starr
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Starr commented,
Seems like we're going backwards on this issue. This has been a pain-point for me now at two different companies. I am generally a big fan of Zendesk, and extol its virtues to anyone who will listen. But this really impedes the ability to organize content efficiently without duplicating it.
View comment · Posted Aug 18, 2015 · Starr
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Starr commented,
I am using a {{search_in_category}} on the category pages. But it's not working on the homepage either, which is just a plain {{search}}.
View comment · Posted Aug 10, 2015 · Starr
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Starr commented,
Strangely, this was working for me, but now is not. I am working on a re-design of our Help Center in the Sandbox. This line...
$('#query').attr('placeholder','Find your answers now');
...was working until today. Now it isn't. It is still working on our production system.
View comment · Posted Aug 07, 2015 · Starr
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Starr commented,
Which Search element are you using? I have no magnifying glass...and need one :-) Thanks.
View comment · Posted Jul 29, 2015 · Starr
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Starr commented,
+1 on wanting this to be made a priority. In the meantime, I see the Help Center API has been mentioned a few times as a workaround. Can the Zendesk team provide a detailed example of how to use the API to publish content to multiple articles in the Help Center?
Thanks.
View comment · Posted Jun 02, 2015 · Starr
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