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Jonathan Chellis

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Última actividad de Jonathan Chellis
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    Jonathan Chellis hizo un comentario,

    Mary Paez I like this, but would only grant any ability to publish to what you have as KCS III. Might also be a question of intended audience too - perhaps KCS II could publish articles that are on...

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    Jonathan Chellis creó una publicación,

    Separate Permissions for Approve and Publish in Guide

    We really need a mechanism to differentiate publishing permissions vs approving permissions. Our content experts need the ability to approve articles, but not to publish articles. This is because o...

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    Jonathan Chellis hizo un comentario,

    I do not work for Zendesk but our org worked around this by keeping a link ready to a new article with the template_id option appended on the URL. This is actually how the KC app functions in the b...

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    Jonathan Chellis hizo un comentario,

    It does not appear the Guide datasets include a metric for "Articles Currently Ready to Publish" or "Articles Currently Awaiting Review". All I can find is a metric for how many times an article ha...

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    Jonathan Chellis creó una publicación,

    Allow Templates to be Bulk Edited with Guide Admin or API

    Article templates appears to be the only item I cannot change in bulk. We have multiple templates used that are different for each article's context, but it appears this has to be changed per-artic...

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    Jonathan Chellis hizo un comentario,

    Nicole, OP's questions are coming up for our organization as well. Specifically: How can we pull a report in Explore that shows all articles sitting in particular statuses (Ready for Review, Approv...

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    Jonathan Chellis hizo un comentario,

    Yes, part of our business is providing support over the phone. It's easier to provide an article number by voice rather than the name of an article that might lead a customer to the wrong one when ...

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    Jonathan Chellis hizo un comentario,

    Thanks for the response Jeremy - that's a helpful post. What are the chances that the Zendesk devs can incorporate an option to make that unique ID (minus the slug) as something searchable? The ide...

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    Jonathan Chellis creó una publicación,

    Incorporate Unique Numbers/IDs with Articles

    In an environment where agents are providing support on several different products, providing customers with only the name of an article is not always practical as there is lots of room for ambigui...

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    Jonathan Chellis hizo un comentario,

    Agreed with Nick here - many of us here are not actively watching our queues day in and day out to see when an article is marked for review, or marked as Ready to Publish for that matter. It's one ...