To whom it concerns,
The software technical support agent needs the following information:
1. Past cases of technical support
2. Knowledge created and published in-house based on 1 above
3. Software manual
4. Knowledge of software manufacturers
5.Internal project information such as introduction projects
In our case, we changed to Zendesk from another company's product, so it is also necessary to search for past cases on the old system.
Currently, Zendesk Support can only search for past cases on Zendesk and Zendesk Guide articles.
We hope that Zendesk Support will be able to crawl information from other sites, systems, and file systems and improve the functionality so that you can search them simultaneously with Zendesk support and Zendesk Guide.
If the function has already been implemented, please tell us about the function and the location of the documentation.
Thank you and best regards.
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