Gwyn Mabo

1. Bots and automation
2. Custom bots and bot building documentation
3. Building a conversation bot using answers

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!

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• Gwyn Mabo
• Created August 10, 2023 11:44
• 0 votes

1. Guide
2. ...
3. Working with articles in the knowledge base
4. Understanding Content Cues

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 ...

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• Gwyn Mabo
• Created June 23, 2023 07:49
• 0 votes

1. Guide
2. ...
3. End-user guide for Help Center
4. About semantic search and how it works

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 f...

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• Gwyn Mabo
• Created May 23, 2023 15:57
• 0 votes

1. Community
2. Feedback - Help Center (Guide)
3. Follow article feature to notify users of article content updates

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...

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• Gwyn Mabo
• Created May 17, 2023 13:48
• 1 vote

1. Community
2. Feedback - Help Center (Guide)
3. Follow article feature to notify users of article content updates

We don't allow commenting on our help Centre articles, so can't comment to notify. Being able to notify users of an updated article is an absolute necessity to us. For example, we have release note...

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• Gwyn Mabo
• Created May 11, 2023 15:55
• 3 votes

1. Community
2. Feedback - Help Center (Guide)
3. Additional Bulk Article - "Publish in section"

We're starting an overhaul of our Help Centre structure, and have over 1500 articles. It's going to take an extremely long time to manually move each one to the correct section and category. It'd b...

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• Gwyn Mabo
• Created March 03, 2023 15:38
• 4 votes

1. Guide
2. ...
3. Working with the Knowledge Capture app
4. Analyzing your Knowledge or Knowledge Capture app activity

Hi Dane, that provides the overall figure, and a breakdown by number of tickets per agent. But I need the percentage for each individual person. When different people do a different number of ticke...

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• Gwyn Mabo
• Created January 09, 2023 08:22
• 1 vote

1. Community
2. Feedback - Help Center (Guide)
3. Feature Request: Add a notification banner to Help Center

Hi Gorka, thanks for your post! Here's my thoughts on what would work best for our business: Background colour, text colour/font etc for sure and the ability to add an image or icon would be helpf...

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• Gwyn Mabo
• Created January 04, 2023 14:03
• 0 votes

1. Community
2. Feedback - Help Center (Guide)
3. Feature Request: Add a notification banner to Help Center

This would be a very welcome edition - agree that it should be built in without needing to custom code or purchase another product/design service.

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• Gwyn Mabo
• Edited December 15, 2022 11:51
• 0 votes

1. Guide
2. ...
3. Working with the Knowledge Capture app
4. Analyzing your Knowledge or Knowledge Capture app activity

For Knowledge Capture activity by agent, it says it includes 'the percentage of their tickets that used Knowledge Capture' but I can't see this figure in the example above, or on my own dashboard? ...

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• Gwyn Mabo
• Edited December 14, 2022 15:52
• 0 votes