Lindsey Beauregard

We would like this attribute applied to all datasets, but specifically the Guide Dataset so that we can more easily filter our reporting and reduce the manual effort to calculate Agent Engagement. Our current processes require that we exclude certain tickets from our calculation which is being done manually and using tags currently.

Having this included in Knowledge Capture for reporting on agent engagement is something we really need as a measure of success for our KCS program. We would greatly appreciate adding this so we can report on all KCS activity. 

This is a key item for us to be able to successfully measure KCS engagement. It feels like the pieces are there but it's not being pushed to the dataset. 

Hello! 

We would like to be able to visually see somewhere on the ticket that it was linked to a KCS  (Guide) Article or that a KCS (Guide) Article was created. This seems to be a current gap in Zendesk as currently you can only identify it if you scroll through the ticket and find the hyperlink or utilize Explore to try to identify that an Article was created or linked. There is nothing visually on the ticket that is visible to show that an article was created for it.

This would allow engineers to quickly identify tickets that they still need to complete this on and continue to help with our efforts to create content for our users and engineers.

Preferably this would involve tags so that we can build better reporting because what currently exists in Explore is super inconsistent and inaccurate at times. 

We would like to avoid a manual process that requires engineers to do the documentation as that is inconsistent due to human error and we really would like to make things easier on our engineers. 

Appreciate the consideration and happy to provide additional context if needed. 

This is completely needed. Especially since Explore takes several minutes to recognize when folks are no longer in the report or editing the dashboard.