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Morgan King

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  • Help Building Query - # Ticket Updates

    In Insights we have a report for # Ticket Updates. Anyone have any advice on how to recreate this in Explore? I'm using Count(Agent Updates) as the metric, but the numbers aren't lining up.     

  • Document Center / Repository: Add a Single Location to Manage Documents

    If this is decided to be moved forward with, I would be more than happy to have deeper conversations with development teams, EAP, etc.   What is the problem? We have a lot of documents in our Guide...

  • New Salesforce to Zendesk Integration: Roles

    With the new integration, it is still not possible to sync SalesForce Roles to Zendesk Contacts.   It would be very helpful to have this information as these roles is how we determine who has "appr...

  • Help - Accordions not working

    Answered

    I am trying to do collapsable headers in my guide but for some reason it won't work - anyone got any ideas?   HTML: <div id="accordion" class="panel-group"> <div class="panel panel-default"> <div c...

  • Help Limiting Content Based on User Segment

    Answered

    I am wanting to limit specific content on the homepage based on user segment.   I do this based on tags in a different area by using this javascript: var userTags=HelpCenter.user.tags; //c...

  • Department Offline Status

    Answered

    Background: Our company has several products / services (over 10) that we sell our clients. It is impossible for one team member to know all about every product / service and it is not scale-able. ...

  • Tips on Help Center Teams

    Hello!   Our Help Center is maintained and managed by a team of people, currently small. I'm interested in any tips from others that have teams to help maintain / manage and how you determine when ...

  • Dashboard Sharing with Others

    Planned

    Will there be a way that we will be able to share dashboards with just email addresses even if they aren't an agent? This is available in insights and helps us send reports to engineers that don't ...

  • Only have certain people Post topics but anyone view

    Answered

    I was wondering if there was a way to accomplish the following:   On a topic in the community be able to limit who is able to post, but any signed in user is able to view the post.   For instance, ...

  • Help Creating Time Report

    Answered

    I am trying to create a report that shows how much time an agent spends a week on cases. I cannot for the life of me get it to work / seem right. I have the Zendesk time tracking app and use the "t...