Chandra

1. Community
2. Guide - Product Feedback & Discussion
3. Knowledge Capture - Edit Article

Hi Ryan - Is Team Publishing available in Explore?

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• Chandra
• Created November 08, 2019 15:25
• 0 votes

1. Community
2. Guide - Product Feedback & Discussion
3. Knowledge Capture - Edit Article

We also need the ability to report on actual article updates, as opposed to flagging for updates. Following the KCS methodology, most of our agents have permission to update existing articles and a...

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• Chandra
• Created November 06, 2019 22:09
• 1 vote

1. Community
2. Guide - Product Feedback & Discussion
3. Improvements to Rapid Resolve

I just disabled this because an agent accidentally solved a ticket with it. I thought it would be useful so that we could report on tickets that were marked solved using the app, but if that is not...

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• Chandra
• Created November 04, 2019 14:54
• 0 votes

1. Community
2. Guide - Product Feedback & Discussion
3. See other agents working on the same article and what they are updating

+1 on this. Many of our agents have permission to edit articles, and we strongly encourage article updating as part of our KCS program. There is no formal workflow/assignment/approval process in KC...

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• Chandra
• Created October 21, 2019 14:05
• 1 vote

1. Community
2. Support - Integrations and Third-Party Apps
3. Experience / Feedback with Sweethawk, Myndbend, and Lovestock & Leaf Apps?

I do not have feedback on Myndbend Process Manager specifically, but I have worked with Myndbend to build some custom apps, and we also use their Article Search & Subscribe app. As a company, they ...

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• Chandra
• Created August 12, 2019 15:05
• 0 votes

1. Community
2. Explore - Troubleshooting and Q&A
3. Metric or Attribute for WIthout a Tag

Is there any update on adding this functionality? In our case, we are trying to filter out tickets with the closed_by_merge tag. This tag is there so that we can filter it out of reports, so I'm no...

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• Chandra
• Created July 26, 2019 20:15
• 1 vote

1. Community
2. Explore - Troubleshooting and Q&A
3. Metric or Attribute for WIthout a Tag

We recently opened a ticket and we were told you can add a filter to exclude the tag, and it didn't work, so I'm not sure if the support team is fully informed on this functionality (or lack thereo...

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• Chandra
• Created February 12, 2019 18:45
• 0 votes

1. Community
2. Explore - Product Feedback and Discussion
3. Display Label for a field, instead of tag value.

+1 on this. We use hundreds of custom field values and this limitation seems insane. I can't believe it was designed this way in the first place and it hasn't been addressed in 2 years. 

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• Chandra
• Created January 31, 2019 21:33
• 2 votes

1. Explore
2. ...
3. Building queries
4. Reporting with custom fields

Why do the reports show the tag associated with the custom field value instead of the actual field value?

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• Chandra
• Created January 29, 2019 21:06
• 0 votes