Gwyn Mabo

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
• 3 votes

1. Zendesk updates
2. Announcements
3. Announcing the updated Guide Knowledge Base dataset in Explore

I have raised a similar issue to support as mentioned here - I have a blank category.

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• Gwyn Mabo
• Created March 02, 2023 13:28
• 1 vote

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

1. Community
2. Feedback - Ticketing System (Support)
3. Setting fields in forms as mandatory

Hi Chandra, didn't realise you're a user like me, sorry about that! Thanks for your helpful post! However, my query is about when end users fill in the form through our Contact Us page, rather than...

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• Gwyn Mabo
• Created November 14, 2022 10:38
• 0 votes