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Joel Sandi

Joined Mar 09, 2022

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Last activity Oct 10, 2024

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ACTIVITY OVERVIEW

Latest activity by Joel Sandi

Joel Sandi commented,

Community comment Feedback - Help Center (Guide)

OMG YES PLEASE. It's an extremely useful and common content element that is obviously supported in the code editor. But employing the code editor for every instance a horizontal rule is required seems needlessly tedious (and introduces inherent risk of inadvertently impacting something else in the code). It doesn't seem terribly difficult to give it a place among the WYSIWYG buttons, please just add it and make us content managers' lives just that tiny bit easier.

ETA: It's doubly frustrating that this HAS been incorporated in the ticket comment editor for agents – why not just bring it over??? The Ctrl Shift L hotkey combo doesn't work in Guide, either – so, somehow the place where content formatting elements are arguably much more critical is much less capable?

View comment · Edited Jun 07, 2024 · Joel Sandi

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Joel Sandi commented,

CommentSetting Guide roles and permissions

Is there a way to see a log of changes to visibility permissions for a given article -- when did a change happen, to what permission, and by whom it was made?

I don't see this in the article Revisions or History.

View comment · Posted Jul 12, 2023 · Joel Sandi

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Joel Sandi commented,

Community comment Feedback - Reporting and analytics (Explore)

Orsolya Forster - I came to this post looking for help sorting out what appears to be a continuing inconsistency or discrepancy in counting upvotes and downvotes via the OOB reporting since the Guide dataset update. Your assistance would be appreciated: https://support.zendesk.com/hc/en-us/articles/4409155064090/comments/5891461669146

View comment · Posted Jul 03, 2023 · Joel Sandi

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Joel Sandi commented,

CommentBuilding reports

I'm noticing a weird discrepancy in tracking upvotes and downvotes via the OOB Zendesk Guide Explore dashboard.

The core question is, in the data filters list, what is the difference between selecting Article upvotes (or downvotes) and Article votes? Logic suggests to me that Article votes means "articles with votes for the given period" -- which should necessarily include all articles with either upvotes or downvotes, and sorting should follow accordingly. Does that not make sense?

In the example below, I am interested in what articles had upvotes and how many upvotes they had, ranked by descending upvote count order. Yet, I end up with significantly different data when I filter by Article upvotes vs Article votes. The former displays way more articles having upvotes than the latter, with total upvote count shown in the table significantly exceeding the Article votes filter (136 vs 80). In the example you see just one extra article suddenly appear in the top upvoted list, but many more follow down the table.

 

On the flipside, we see exactly the same inconsistency reflected when looking at downvotes.

How is one to make heads or tails of this? Nothing in the reporting interface or documentation (that I have been able to find or interpret) provides any helpful information.

View comment · Edited Jul 03, 2023 · Joel Sandi

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Joel Sandi commented,

CommentSetting up Agent Workspace

View comment · Posted May 11, 2023 · Joel Sandi

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Joel Sandi created a post,

Post Feedback - Ticketing system (Support)

Please allow agents using the Knowledge Context Panel to view complete search results, either through extended scrolling or pagination of results. The limitation to 10 results is leading to added effort and time to engage critical procedures.

Today, the Knowledge Context Panel in the agent ticket view displays a maximum of 10 search results. Being able to find content through this panel is critical to agents completing KCS /ticket handling requirements. We have heard some complaints that the 10-result limitation sometimes forces them to go to the full site to search, find the content they want, then return to manually re-search in the KCP by the identified article title. This is not only extremely inefficient, it is impacting our KCS adoption.

We use Yext on the Help Center site itself. If Yext delivers on the KCS-compatible agent-facing search they have in development, we will probably end up replacing the Knowledge Context Panel with that if Zendesk can't overcome this weird experience impediment since their search is generally stronger anyway.

Posted May 11, 2023 · Joel Sandi

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Joel Sandi commented,

CommentSetting up Agent Workspace

Our agents are frustrated by having only 10 search results and are asking to be able to see more via pagination, like they can directly on the site itself. Is that something that can be configured in the KCP?

View comment · Edited May 11, 2023 · Joel Sandi

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Joel Sandi commented,

CommentBuilding reports

Hi Gavin (sorry, your handle is not coming up after the @ here for me). We haven't been able to resolve this with any OOO reporting on Zendesk itself. Seems the best you can do is be disciplined at the end/start of each month about recording the number of published articles at that point in time, then do your own charting and math separately. You also won't be able to look at this earlier than the month you start from since a snapshot in time for this count is not available in ZD reporting.

View comment · Posted Apr 21, 2023 · Joel Sandi

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Joel Sandi commented,

Community comment Feedback - Reporting and analytics (Explore)

Mary Paez - Oh yikes. It's ridiculous this remains unreportable directly inside the place where all the data itself already happens to be. Why does Zendesk make this so difficult?

View comment · Posted Mar 10, 2023 · Joel Sandi

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Joel Sandi commented,

Community comment Feedback - Reporting and analytics (Explore)

Hi Mary Paez! Did you ever happen to resolve this? We find ourselves in the same boat currently, trying to build out reports and dashboards for our recently launched KCS program, and in searching came to this post.

View comment · Posted Mar 10, 2023 · Joel Sandi

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