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Allison Cloyd

Joined Nov 17, 2023

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Last activity Oct 10, 2024

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ACTIVITY OVERVIEW

Latest activity by Allison Cloyd

Allison Cloyd commented,

Community comment Feedback - Ticketing system (Support)

Yes please, this would be a huge benefit to us as well. 

View comment · Posted Oct 10, 2024 · Allison Cloyd

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Allison Cloyd commented,

CommentAdditional ticket channels

Dainne Kiara Lucena-Laxamana is there a way to track pinned articles? We're looking at agent engagement rate and heavily leaning on pinning articles as a method of encouraging agents to use internal knowledge.

View comment · Posted Aug 09, 2024 · Allison Cloyd

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Allison Cloyd commented,

CommentAdditional ticket channels

Are pinned articles counted in the linked articles metric, or only in the % Agent engagement rate?

View comment · Posted Jun 24, 2024 · Allison Cloyd

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Allison Cloyd commented,

CommentUsing content publishing flows

FYI for anyone else trying to make this work, there's a bug where the list of users articles can be assigned to for review is not properly reflecting the list of users who have edit access.

In Select a team member, type at least two characters to search for an agent, or select an agent from the drop-down list.

You can only assign the article to an agent who has permission to edit the article. If you select an agent who cannot edit the article, you'll see a message indicating that you cannot assign the article to that user.

If you do not see a list of users, your agent role may not have permission to view all users in the account.

 

In my instance all agents are available to be assigned to review an article (including light agents??). No ETA on a fix.
 

View comment · Posted Apr 18, 2024 · Allison Cloyd

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Allison Cloyd commented,

CommentTicket management

Is it possible to set whether comments are public or private by role? IE I want support managers to default to an internal comment while agents default to public comments.

View comment · Posted Mar 29, 2024 · Allison Cloyd

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Allison Cloyd commented,

Community commentAnnouncements

Interested! :-)

View comment · Posted Nov 17, 2023 · Allison Cloyd

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