Joel Sandi
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Total activity58
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Last activity
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Activity overview
Latest activity by Joel Sandi-
Joel Sandi commented,
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?
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Joel Sandi commented,
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 c...
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Joel Sandi commented,
We're continuing to struggle getting an accurate per-user (and, extrapolating further, per team) link rate calculation, similar to this question raised a couple years ago: https://support.zendesk.c...
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Joel Sandi commented,
Is there a way to report on the individual components of "Agent Engagement?" Specifically we want to understand link rate -- how many tickets have at least one article linked (overall, by group, an...
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Joel Sandi commented,
Ah, I see. Yeah, Yext or not, the idea would be to glean from what is returned per article what section and category each is in in order to leverage those attributes. Unfortunate that it doesn't wo...
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Joel Sandi commented,
Interesting, thanks, Greg Katechis. Would this actually help accomplish my intention -- to associate each article in the Articles call with a specific category and section name? At first glance, it...
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Joel Sandi created a post,
Retrieving Category and Section names in Articles API
We integrate with Yext to provide a federated search experience in our Zendesk Help Center. We want to feature faceted filtering in Zendesk article search results based on articles' categories and ...
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Joel Sandi commented,
Orsolya Forster - Totally fair question, and one I thought about afterward, as well. What we want to examine is: Growth and development of the content library over time. Whether amount of content ...
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Joel Sandi commented,
Hello! I want to see something I think is rather rudimentary and simple, but can't seem to find a way to render: How many published articles simply existed month over month? NOT how many were viewe...
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Joel Sandi created a post,
Add a "Clear Format" button in the help center article editor toolbar
Feature Request Summary: One ubiquitous and critical button in pretty much all other WYSIWYG tool bars is confoundingly missing here: clear formatting. Description/Use Cases: So much of our do...