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Heather Ausmus

Joined Jan 12, 2024

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Last activity Aug 16, 2024

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ACTIVITY OVERVIEW

Latest activity by Heather Ausmus

Heather Ausmus commented,

Community comment Feedback - Ticketing system (Support)

Hi Chika Chima, we're interested in this feature for Zendesk Support. We'd like it to include more than PDFs, such as text files. The vision is that our agents can click the file and view the content without downloading it to their computer and copy and paste information. I'm thinking a window over the ticket where the agent can move and minimize it would be helpful. Let me know if you have any questions. 

View comment · Posted Aug 05, 2024 · Heather Ausmus

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Heather Ausmus created a post,

Post Q&A - Help center and community

Hi Zendesk Guide users, I'm preparing to audit our labels and begin a clean up, so I'm wondering if you have any questions learned or tips on how to approach it. I'm a new Zendesk Guide users, so this will be first time facilitating this. 

Posted Jul 31, 2024 · Heather Ausmus

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Heather Ausmus commented,

Community comment Feedback - Reporting and analytics (Explore)

I experienced this and opened a ticket based on the comments of this thread, so I wanted to share a workaround shared with me until the issue is resolved. If you move a widget and then move it back to it's original position, it will update the charts when saved. 

View comment · Posted Jul 31, 2024 · Heather Ausmus

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Heather Ausmus commented,

CommentReporting and analytics for help center

Does Zendesk have a benchmark to target for agent engagement? I'm currently using the Consortium “Average % Analyst Link Rate” of 65%, but wondering if there is another/better target for this particular formula (vs. just looking at our historical trends). 

View comment · Posted Jul 30, 2024 · Heather Ausmus

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Heather Ausmus created a post,

Post Q&A - Reporting and analytics

Is there a way to create a report that will provide the linked article rate against all closed tickets during a period, not just linked article tickets? I feel like I'm missing something. 

Posted Jun 11, 2024 · Heather Ausmus

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Heather Ausmus commented,

Community comment Feedback - Reporting and analytics (Explore)

We're very, very, very interested in this too. It's going to be rather long content audit to update labels on our KB w/o this, while it's going to be hard to track that our team is using labels accurately. Please release this soon!  

View comment · Posted May 06, 2024 · Heather Ausmus

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Heather Ausmus commented,

Community comment Feedback - Reporting and analytics (Explore)

I'm also interested in this as we're refreshing our KCS program and I'd like to identify how many articles don't have owners to update as we update verification rules. The Manage articles > Needs verification pages aren't the easiest to use. 

 

Also, Kimber Wiggs, did you find the solution in the ticket created for your report? I experienced something similar with a report. 

View comment · Edited May 06, 2024 · Heather Ausmus

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Heather Ausmus commented,

Community comment Feedback - Help Center (Guide)

Hey Michael Mader, did you find a solution for this? I'm interested in publishing articles internally by default too. 

View comment · Posted Apr 29, 2024 · Heather Ausmus

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Heather Ausmus created a post,

Post Q&A - Help center and community

I've read, I believe, that labels used on an article template will not carry over to the new article when the template is created. 

 

One, is that still correct? Two, is there a workaround to have select labels applied, i.e. such as the template name, to the new article? 

 

I'm trying to reduce the need for our team to remember what labels to apply and create less administrative work to maintain them on all articles. 

Posted Apr 15, 2024 · Heather Ausmus

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Heather Ausmus commented,

Community comment Q&A - Reporting and analytics

I'm seeing this too, so as a workaround, I'm creating a report of Agent Comments per ticket and only counting those that have 2 or less public comments. Not ideal, but it is more accurate. Have you found another workaround? 

 

I'm also new to Explore, so slowly figuring out how to filter, etc. I'm sure there is likely a better way to approach this compared to what I'm doing. 

View comment · Posted Apr 02, 2024 · Heather Ausmus

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