Erin Daniels

1. Community
2. Feedback - Reporting and analytics (Explore)
3. True Word Cloud based on Ticket Body

Adding a vote here for improving the word cloud feature. Currently ticket subjects need to match exactly in order to be counted, which is not helpful when our many agents have varied ways of docume...

• View comment
• Erin Daniels
• Created October 01, 2022 00:04
• 1 vote

1. Community
2. Feedback - Help Center (Guide)
3. Help Center - improve 'was this article helpful' and allow user to leave reasons

Hi Zendesk team, +1 to the need for this expanded article feedback feature.  With just the down vote data, we are left wondering why a page was not helpful to users.  We'd love to see a built-in op...

• View comment
• Erin Daniels
• Created February 09, 2022 21:37
• 3 votes

1. Community
2. Feedback - Help Center (Guide)
3. Separate out the privileges for Help Center Set Up and Customization from the Manage Guide permissions

Hi all, I'd like to add another vote for creating granular options for customizing Guide admin/manager roles and permissions. Our help center is managed by two teams: one oversees the internal know...

• View comment
• Erin Daniels
• Created January 31, 2022 15:40
• 16 votes

1. Guide
2. ...
3. Using the knowledge base in Help Center
4. Creating management permissions to define agent editing and publishing rights

Hello Zendesk, Is there a way to make some of our agents admins over only certain categories in our help center?  We have some team members who oversee our internal articles and others who oversee ...

• View comment
• Erin Daniels
• Created January 18, 2022 19:55
• 3 votes

1. Guide
2. ...
3. Working with articles in the knowledge base
4. Setting reminders to review and verify articles

Hello Zendesk, Is there a way to disable the email notification when an article needs to be verified? The "owner" of our articles is a user segment that includes the entire knowledge team, and we'd...

• View comment
• Erin Daniels
• Created December 13, 2021 23:16
• 0 votes