Lila Kingsley

Total activity 155
Last activity April 23, 2019 22:46
Member since June 08, 2017 20:44

Following 0 users
Followed by 0 users
Votes 45
Subscriptions 63

Activity overview

Latest activity by Lila Kingsley

Lila Kingsley created a post, April 23, 2019 20:08
Enable Ability to Hide/Minimize Ticket Editor Window
1. Community
2. Support Product Feedback
Currently whenever you open a ticket in a less than closed status, the ticket editor window appears by default When an agent is working an existing non closed ticket, they frequently need to review...
- Lila Kingsley
- Created April 23, 2019 20:08
- 1 follower
- 0 comments
- 0 votes
Lila Kingsley commented, April 02, 2019 20:11
Hi Zendesk, the note in this section of the article (https://support.zendesk.com/hc/en-us/articles/115011968988#ariaid-title2) states that you cannot disable the ability to create articles in the a...
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- Lila Kingsley
- Created April 02, 2019 20:11
- 0 votes
Lila Kingsley commented, March 07, 2019 02:30
Thanks Brett. Disabling the app until we roll it out will not help with this issue because agents will still manually copy and paste links (and I would guess you are also counting links in macros ...
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- Lila Kingsley
- Created March 07, 2019 02:30
- 1 vote
Lila Kingsley created a post, March 07, 2019 02:28
Knowledge Capture Reporting Needs Improvement: Should Reflect Actual Knowledge Capture App Usage
1. Community
2. Guide Product Feedback
We are planning to roll out the Knowledge Capture app, but, I have discovered a problem with the reporting (see discussion on the Knowledge Capture Analytics article, https://support.zendesk.com/hc...
- Lila Kingsley
- Created March 07, 2019 02:28
- 3 followers
- 1 comment
- 1 vote
Lila Kingsley commented, March 05, 2019 23:30
Zendesk: We have not yet rolled out the Knowledge Capture app to our agents, but it has been enabled in our system for quite some time unbeknownst to everyone! Insights/Explore are recording Knowl...
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- Lila Kingsley
- Created March 05, 2019 23:30
- 0 votes
Lila Kingsley commented, March 05, 2019 20:29
I agree with Magnus' comment above. This is is a great start, but, from what I can tell, ZD is only allowing feedback in sections of the article, essentially limiting it to paragraphs or entire li...
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- Lila Kingsley
- Created March 05, 2019 20:29
- 0 votes
Lila Kingsley created a post, March 05, 2019 20:29
Knowledge Capture App - Feedback Comment Functionality Needs Improvement
1. Community
2. Guide Product Feedback
Currently when a user opts to provide article feedback via the Knowledge Capture App functionality, ZD is allowing the feedback comment only in sections of the article, essentially limiting it to p...
- Lila Kingsley
- Created March 05, 2019 20:29
- 4 followers
- 3 comments
- 2 votes
Lila Kingsley commented, February 11, 2019 23:29
Thanks Ryan. Is there documentation on what is available in the HelpCenter.user object?
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- Lila Kingsley
- Created February 11, 2019 23:29
- 0 votes
Lila Kingsley commented, February 05, 2019 16:43
Thanks Ryan! Can you advise if the help center user object is the following? I am not sure as it doesn't appear to contain HelpCenter.user.role which the code ZD supplied in this article. https:...
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- Lila Kingsley
- Created February 05, 2019 16:43
- 0 votes
Lila Kingsley commented, February 04, 2019 21:50
Can someone advise whether you can include custom role information? We are interested in user data for our agents in our internal knowledge base (used only by our agents in our call center and not...
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- Lila Kingsley
- Created February 04, 2019 21:50
- 0 votes