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Juli Hackenberger

Joined Feb 18, 2022

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Last activity Jan 14, 2025

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ACTIVITY OVERVIEW

Latest activity by Juli Hackenberger

Juli Hackenberger commented,

Community comment Feedback - Ticketing system (Support)

We also have a lot of macros and multiple brands. It would be very helpful to be able to add keywords to the macros to make them easier to search for our agents.

 

View comment · Posted Jan 14, 2025 · Juli Hackenberger

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Juli Hackenberger commented,

CommentTicket automation and collaboration

+1 for Direct Messaging

View comment · Posted Oct 13, 2023 · Juli Hackenberger

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Juli Hackenberger commented,

Community comment Feedback - Reporting and analytics (Explore)

We are having the same issue. If we have a report that does not have any tickets that meet the criteria we get a "corrupted file". It causes a lot of questions and while easily explained, every time it happens, someone has to take time to verify the report just doesn't have any matching tickets and that it is not an error.

View comment · Posted Mar 06, 2023 · Juli Hackenberger

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Juli Hackenberger commented,

Community comment Feedback - Ticketing system (Support)

It would be helpful to be able to run a report in Explore to get a report on macros created and macros updated within a time period along with being able to report on macro usage without the use of tags because tags can be removed from a ticket very easily distorting the reporting on that tag. 

View comment · Posted Aug 09, 2022 · Juli Hackenberger

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Juli Hackenberger commented,

Community comment Feedback - Help Center (Guide)

To add an addition to this request, being able to see the article votes on the article would be helpful as well.

View comment · Posted Jul 20, 2022 · Juli Hackenberger

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Juli Hackenberger commented,

Community comment Feedback - Reporting and analytics (Explore)

Hello Orsolya, 

When will the separate up votes and down votes be available? 

View comment · Posted Jul 20, 2022 · Juli Hackenberger

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Juli Hackenberger commented,

Community comment Feedback - Help Center (Guide)

I agree, this would be very helpful for us as well. 

View comment · Posted Jul 20, 2022 · Juli Hackenberger

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Juli Hackenberger created a post,

Post Feedback - Reporting and analytics (Explore)

The formatting for the Explore reports is not staying the same when exporting as an Excel file. If I set the column width in the dashboard and have allow multiline checked, I would expect the Excel file to retain that formatting. I have content boxes that can have a large amount of text in them and it is not productive to have to go into the Excel file to reformat the columns everytime I run the report. Can we have a method for formatting the output Excel file?

Posted Jul 12, 2022 · Juli Hackenberger

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Juli Hackenberger created a post,

Post Feedback - Reporting and analytics (Explore)

While the new ability to report on thumbs up votes for articles is helpful, we have a significant need to be able to also report on thumbs down votes. This would allow us to better refine our articles and improve our customers experiences with Guide. While Article votes and Article Votes Thumbs Up help, the Article Votes Thumbs Down would be valuable information to have as it allows us to see articles in need of review for improvement.

Posted Jul 01, 2022 · Juli Hackenberger

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Juli Hackenberger created a post,

Post Feedback - Ticketing system (Support)

We are having an issue with emails that are forwarded to Zendesk and viewing the content of the email in the ticket. When we open the ticket, what was written in teh email is not displayed. If we click on view original email, we are able to see what was written in the body of the email. We are using a forwarding rule in Outlook. The same rule that forwards to Zendesk also forwards to a test Gmail account and the emails display with no issue. This also only happens on a handful of emails, most emails forward just fine. Has anyone else experienced this or does anyone have a workaround? 

(I redacted personal information in the screen shot)

Posted May 26, 2022 · Juli Hackenberger

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