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Rebeca

Joined May 06, 2022

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Last activity Oct 24, 2024

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ACTIVITY OVERVIEW

Latest activity by Rebeca

Rebeca commented,

CommentSupporting multiple languages in Help Center

Is there a native way for the system to show when a translation is outdated? 

Just as it works with dynamic content when you change the default language.

View comment · Posted Oct 24, 2024 · Rebeca

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Rebeca created a post,

Post Discussion - Tips and best practices from the community

We want to be able to pin internal guides to the agent workspace to be permanently displayed for agents to follow when handling tickets, regardless of what the user's issue is, for example, best practices or escalation paths.

 

Has anyone done something similar? Thanks :) 

Posted Oct 21, 2024 · Rebeca

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Rebeca created a post,

Post Q&A - Help center and community

Hello Community!

 

We want to improve the way our internal help center is structured to make it easier for agents to find and use the content available.

 

I am curious to learn from others what kind of approach is being used and what good practices/tips you can share.

 

Looking forward to hearing from you! 

Posted Sep 25, 2024 · Rebeca

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Rebeca commented,

Community comment Q&A - AI and automation

Hi! Has anyone tried ChatGPT for Help Center articles translations? I would be interested in knowing more about that.

View comment · Posted Aug 14, 2024 · Rebeca

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Rebeca commented,

Community comment Feedback - Help Center (Guide)

Just wondering if there's any update on this one, as it was highlighted today by someone in the company. Thanks!

View comment · Posted Mar 11, 2024 · Rebeca

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Rebeca commented,

CommentGetting started with Guide

Hi David,

Thanks for your response. However, I'm having issues finding the information you mentioned.

I have to go to Explore-->Zendesk Guide dashboard-->Search tab-->then I see Searches, searches with no results, Avg click-through rate, and tickets created; but I don't have the option to click on it to get more details.

Please let me know if there's something I'm doing incorrectly. Thank you!

View comment · Posted Jan 23, 2024 · Rebeca

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Rebeca commented,

CommentGetting started with Guide

Hello!

How can I drill down into the details of tickets created under the Search dashboard?

I appreciate the guidance :) 

View comment · Posted Jan 22, 2024 · Rebeca

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Rebeca commented,

Community comment Discussion - Success with Zendesk

Hi Brandon, thanks for the suggestions.

I gave it a try with content blocks, but it was an immediate no-go for me; unfortunately, when using content blocks, any formatting is removed, and I work with a lot of HTML formatting within the articles.

For now, I think the best option is to create a "general" section and then other sections for the more specific content.

View comment · Posted Jan 18, 2024 · Rebeca

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Rebeca created a post,

Post Discussion - Success with Zendesk

Hi Community,

I know multi-placement for articles is not possible at the moment, so I wanted to see what other users are doing.

I'm creating content for a new feature that has some feature-specific content, but another part of the content is the same as the previous version, so in this case, the multi-placement would be very helpful.

I don't believe simply duplicating the content would be the best option, but I would like to hear from you what you have done in this kind of case.

Thanks! :) 

 

Posted Jan 16, 2024 · Rebeca

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Rebeca commented,

CommentWorking with articles in the knowledge base

This is really cool!

I can see the option is activated in our Admin Center and on the agent workspace, however, I don't see it in Guide. Anything I should check or consider to have this enabled when working on the articles?

Thanks 

View comment · Posted Nov 08, 2023 · Rebeca

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