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Gwyn Mabo
Joined May 13, 2021
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Last activity Mar 12, 2024
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Latest activity by Gwyn Mabo
Gwyn Mabo commented,
We have the exact same use case as the comment above.
View comment · Posted Mar 12, 2024 · Gwyn Mabo
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Gwyn Mabo commented,
We noticed an issue with this documentation. It should work a lot better if you replace this:
View comment · Posted Jan 16, 2024 · Gwyn Mabo
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Gwyn Mabo commented,
Agree this would be really helpful!
View comment · Posted Nov 10, 2023 · Gwyn Mabo
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Gwyn Mabo created a post,
We have a number of articles that show in the suggested search, but when you do a proper search, they're not there.
This has caused a big inaccurate spike in our analysis for 'searches with no results'. It is also driving contact to our Support Team because our users aren't able to self serve on these topics.
Has anyone had this same issue or knows of a workaround?
Posted Nov 10, 2023 · Gwyn Mabo
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Gwyn Mabo commented,
Agree! This makes no sense that agents can own articles but not go to the place to keep them up to date. I'd ideally lie agents to be able to access the list of articles to be verified.
View comment · Posted Oct 24, 2023 · Gwyn Mabo
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Gwyn Mabo commented,
Hi Lisa, thanks and yes we have! No matter how good the training phrases are, if the end user types something in, it puts them into a random unrelated flow. Zendesk have acknowledged that there's something going wrong, but haven't fixed it yet.
View comment · Posted Sep 11, 2023 · Gwyn Mabo
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Gwyn Mabo commented,
We have the exact same issue Jeremy
We've raised with our account manager, but in the meantime it means we aren't able to switch this feature on!
View comment · Posted Aug 10, 2023 · Gwyn Mabo
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Gwyn Mabo commented,
I would also like to be able to customise content cues, such as by excluding certain ticket types. For example, our Help Centre only documents expected functionality (not bugs) so we would like to be able to exclude bug tickets from contributing to our cues.
View comment · Posted Jun 23, 2023 · Gwyn Mabo
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Gwyn Mabo commented,
We have checked our Help Centre and semantic search is not yet enabled. Will we receive an update to let us know when it is? Are there any time scales you can supply for when this will be enabled for all accounts?
View comment · Posted May 23, 2023 · Gwyn Mabo
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Gwyn Mabo commented,
Hi Ryan, appreciate the recommendation!
However, this isn't an effective strategy for our company.
We did previously use this strategy, but found that customers weren't easily able to find the most recent update. It also meant our article numbers were inflated throughout the year then needed to be archived in bulk.
We moved to a 'one article' strategy to allow us to link right to the Change Log from our Help Centre homepage, and so customers could bookmark the article.
View comment · Posted May 17, 2023 · Gwyn Mabo
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