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Michael Collins

Joined Apr 15, 2021

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Last activity Mar 24, 2023

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ACTIVITY OVERVIEW

Latest activity by Michael Collins

Michael Collins created a post,

Post Feedback - Ticketing system (Support)

Hi!

We use the Knowledge Capture app with the following setting enabled:

"End-users can solve tickets after viewing linked articles"

When an agent uses the Knowledge Capture app to link to an article, either an article suggested by Answer Bot or an article the agent manually selects, the ticket requester has the option to solve the ticket via an on-page modal/widget after viewing the linked article.

We recently started piloting Knowledge in the Context Panel and discovered there's no corresponding functionality in the new app. Zendesk confirmed this in request #6751593.

This feature helps us to measure the helpfulness of the articles we link to our customers, and would like to see it added to Knowledge in the Context Panel.

Thank you.

Posted Aug 03, 2021 · Michael Collins

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Michael Collins commented,

CommentAdditional ticket channels

Do links inserted via the Knowledge App trigger the same functionality that links inserted via the Knowledge Capture app such as when the link is followed it presents a dialog for the end-user to self-solve their ticket?

Hi @...,

We had the same question. This functionality is not offered through the Knowledge in the context panel app. Zendesk's support team confirmed this earlier today in a request we opened.

View comment · Posted Aug 03, 2021 · Michael Collins

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Michael Collins commented,

CommentAdditional ticket channels

Thanks Kasper. My team has begun piloting the knowledge section. Here's the feedback thus far:

1. Reneé Lasswell wrote:

Ability to customize the styling of quoted text from an article. For instance, we like to actually wrap any quoted text in quotation marks to make it clear that it's information available to them in said article.

Likewise for my team, we'd like quoted content to be inserted with the quote style and with a "source:Link2Article" insert beneath it.

2. Reneé Lasswell wrote:

Having a way for agents to open the article in large-format mode is helpful for complex and large-scale content articles.

The ability to resize the width of the article body element was reiterated by a member of my team during testing. 

3. The ability for agents to configure which section opens by default in the context panel.

View comment · Posted Jun 24, 2021 · Michael Collins

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Michael Collins commented,

CommentAdditional ticket channels

@...,

Do you have a rough estimate of when the classical Knowledge Capture app will be removed from Zendesk? We're planning the transition to Knowledge in the context panel and some guidance and expectations on the timeframe would be helpful.

Thanks!

View comment · Posted Jun 14, 2021 · Michael Collins

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Michael Collins commented,

Community comment Q&A - Reporting and analytics

Hello @...,

You can not embed Zendesk Explore™ queries in Zendesk Guide™ articles using any of the direct Zendesk product features. That said, I think it's a solid idea! Open a feature request by requesting the feature in a new post over on the Feedback on Guide forum.

I can think of a couple of options for you to explore if you're comfortable building a custom solution:

1. Leverage the feature linked below and include a link to it within the article:

https://support.zendesk.com/hc/en-us/articles/360051444694-Sharing-Explore-dashboards-outside-Zendesk

2. Setup a remote database (e.g. MySQL) and automate the synchronization of the Zendesk data (e.g. tickets, articles) to the database using a combination of Zendesk API functions and triggers/automations. From there you'll have the data and structure you desire, and can output that data on your website using any number of options.

Thank you.

View comment · Posted Jun 14, 2021 · Michael Collins

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Michael Collins commented,

CommentUsing the knowledge base in Help Center

It is extremely rare that traffic from an actual human is misclassified as bot traffic by Cloudflare.

1. Can we see an image of what it will look like to a customer upon traffic misclassification? Are "Zendesk" and "CloudFlare" front and center in the messaging on that page?

2. Could you share some insight into how extremely rare defined? 1/100, 1/1000, or 1/100,000, or something else?

View comment · Posted Apr 23, 2021 · Michael Collins

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Michael Collins commented,

Community comment Feedback - Help Center (Guide)

Hello @...,

I read your reply and just wanted to say thank you for taking the time to share insight into the development history and plans for the future. It's nice to have a glimpse behind the scenes, and I think we can all agree that leading the development of one of Zendesk's most critical products is bound to come with all sorts of challenges along the way. Respect to you and your entire team for championing the continued evolution of Zendesk Guide™.

This is more of a general question. Do you happen to have a roadmap tracking URL anywhere public for review as a reference point? The Messaging product team leverages ProductBoard to share their roadmap, so I'm hoping you may have something similar for Guide. 

Thanks!

 

View comment · Posted Mar 19, 2021 · Michael Collins

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Michael Collins created a post,

Post Feedback - Reporting and analytics (Explore)

The ability to measure views on the request pages is necessary to report on the demand and value of articles delivered via search in the ticket subject field of the request page. 

 

Posted Mar 16, 2021 · Michael Collins

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Michael Collins created a post,

Post Feedback - Reporting and analytics (Explore)

As a team relying heavily on article labels for content management in Zendesk Guide™, we'd like the ability to report on article labels in Zendesk Explore™.

Posted Sep 10, 2020 · Michael Collins

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