Shannon Lewis
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Total activity23
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Last activity
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Member since
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Following0 users
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Votes2
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Activity overview
Latest activity by Shannon Lewis-
Shannon Lewis commented,
Hello, Is there a way to report how many times a single ticket was placed on hold? I would like to know if a ticket is repeatedly put on hold. thanks, Shannon
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Shannon Lewis commented,
the "How to create a self serve environment" link leads me to an "you are not authorized to access this page" error.
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Shannon Lewis commented,
Hi Nicole, The ratio of 6:1 seems really low. When you say page views, you mean for all self-serve channels in our case it our help center and our community. If that's true we are at a ratio of 3...
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Shannon Lewis commented,
The pop-up seems to be causing quite a bit of confusion with our customers. Since we have switched to the webform, over half of our customers who have clicked "Yes, close my request" didn't unders...
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Shannon Lewis commented,
thanks Diogo.
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Shannon Lewis commented,
I have a question on the solved date. Lets say a ticket is solved on Feb. 1, 2018. On Feb. 4, 2018 we update an ticket field and/or add an internal comment and "submit as solved". When running r...
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Shannon Lewis commented,
I can't figure out why Answerbot has not figured out which Helpcenter article to send when customer's open a ticket asking for our W9. We have a help center article with that information and it ha...
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Shannon Lewis commented,
@Heather.. that makes perfect sense. thanks!
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Shannon Lewis commented,
When Zendesk creates the new ticket, it looks like it copies over all the tags from the old ticket. This is causing one of our triggers to misfire. Is there a reason that all the tags from the clo...
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Shannon Lewis commented,
It would be great if we could have a tag that would tell AnswerBot not to include this article ever. We have some articles that are public, but are not ones that we would send to answer questions. ...