Miriam

1. Guide
2. ...
3. Using the knowledge base in Help Center
4. Analyzing your knowledge base activity with Explore

Hi! I'd like to see which agents viewed certain articles so we can analyze who's following our protocol and who isn't. Is that possible? I'm missing the agent attributes in all 3 data sets. 

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• Miriam
• Created March 08, 2021 06:46
• 0 votes

1. Community
2. Feedback on Chat
3. Ticket Creation for Missed Chats

Any update on this feature request? 

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• Miriam
• Created November 28, 2020 20:58
• 1 vote

1. Community
2. Explore Q&A
3. Number of Replies an Agent has sent per Day (IN EXPLORE)

Unfortunately, Graeme's suggestion doesn't do the trick.  I'm running into the exact same issue of not being able to report on true agent productivity because ZD automations e.g., moving a ticket f...

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• Miriam
• Edited April 04, 2020 21:58
• 0 votes

1. Support
2. ...
3. Users, groups, and organizations
4. Creating, managing, and using groups

Hi there!   We use two main groups to separate our two different support teams - team A and team B. Unfortunately, we run into the following issue of: -support team A seeing two tickets from the sa...

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• Miriam
• Created June 07, 2019 19:49
• 1 vote

1. Community
2. Feedback on Support
3. Preserve Group and Assignee for user-generated follow-up tickets

+1000 - I very much agree with the above and I'm so surprised that the follow-ups do not inherit the previous tickets group and assignment by default. Like other people have mentioned already, with...

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• Miriam
• Created May 15, 2019 02:52
• 1 vote