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Beth_Borghi

Joined May 02, 2022

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Last activity Jan 30, 2025

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ACTIVITY OVERVIEW

Latest activity by Beth_Borghi

Beth_Borghi commented,

Community comment Feedback - Help Center (Guide)

Customers may be forced to leave Zendesk because of the lack of WCAG compliance and the possible fines that can be incurred. Not to mention, accessibility is just the right thing to do.

 

Justice Department Finalizes Rule Requiring State and Local Governments to Make their Websites Accessible

 

The rule requires state and local governments to make their websites and mobile applications accessible for people with disabilities. The agency is adopting the technical standards of Web Content Accessibility Guidelines (WCAG) 2.1 Level AA, which requires 50 success criteria to make websites accessible

 

 

View comment · Posted Sep 23, 2024 · Beth_Borghi

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Beth_Borghi commented,

Community comment Q&A - Help center and community

Hi Pulkit Pandey ! We have a custom theme, but I have updated it to show sub-sections based on the latest Copenhagen code and from the help you have provided others in this thread (thank you so much). However I'm not a web developer and am outside my area of expertise. 

 

I added the code you recommended but it didn't work. You can see how I have customized the CSS below:

 

View comment · Posted Apr 18, 2024 · Beth_Borghi

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Beth_Borghi commented,

Community comment Q&A - Help center and community

Hello all,

Wondering if there are any tips on how to edit the CSS or the category_page.hbs to remove this indentation?

 

View comment · Posted Apr 17, 2024 · Beth_Borghi

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Beth_Borghi commented,

Community comment Feedback - Help Center (Guide)

Hello Katarzyna Karpinska this request came up twice for my org today. Would love to know if there are any updates for an ETA for this? Thanks in advance! 

View comment · Posted Apr 16, 2024 · Beth_Borghi

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Beth_Borghi commented,

CommentAdditional ticket channels

Here's an example of a product that allows end users without specific permissions to flag articles directly in the KB: https://help.bloomfire.com/posts/3521117-how-to-flag-and-review-a-contribution

Use case for us: only Support Agents can flag in the Support View (a small number of employees overall) versus the entire company being able to flag directly as end users. 

This creates a burden of having to track flagged articles from people emailing, Slacking, mentioning in meetings, etc. And then I have to have a separate tracking method for these flags. 

View comment · Posted Jul 11, 2023 · Beth_Borghi

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Beth_Borghi commented,

CommentReporting and analytics for help center

Is there a way to view the actual tickets that were created when a user searched for a term and then created a ticket (as shown in the Explore "Search Queries Overview" for the columns "Search Query" and "Tickets Created")? It would be helpful for me to view those specific tickets to see why our Help Center article wasn't sufficient. Thank you in advance!

View comment · Posted Mar 20, 2023 · Beth_Borghi

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Beth_Borghi commented,

CommentUsing themes and customizing your Help Center

I'm having the same issue as Taehyoung Kim above. Appreciate any help - thank you!

View comment · Posted Nov 16, 2022 · Beth_Borghi

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Beth_Borghi commented,

Community comment Feedback - Help Center (Guide)

+1

View comment · Posted Oct 05, 2022 · Beth_Borghi

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Beth_Borghi commented,

CommentUsing AI agents for email and web form

Is there a way to turn off Answerbot suggestions in emails and only leave it on for webforms?

OR

Is there a way to turn off the user's ability to solve a ticket? I see this option in Knowledge Capture but not in Answerbot.

Scenario: we have a small percentage of users who are accidentally solving and closing tickets after reading suggested articles in the automated emails. They then are understandably upset because our support team hasn't replied to them (because they closed the ticket).

View comment · Posted Sep 26, 2022 · Beth_Borghi

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Beth_Borghi commented,

Community comment Feedback - Ticketing system (Support)

The description and body of macro fields should be indexed and searchable. We are approaching 500 macros and it is ridiculous that we have to export macros (using steps created by a forum member no less) to see the content of macros for auditing and maintenance purposes. 

The macro feature seems built out by about 10%. Major bummer. 

View comment · Posted Sep 20, 2022 · Beth_Borghi

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