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Mary Paez

Incorporación 15 abr 2021

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Última actividad 19 ago 2024

Knowledge Manager for Veeva Global Support KCS Certified

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RESUMEN DE LA ACTIVIDAD

Última actividad de Mary Paez

Mary Paez hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

This is a poorly planned feature that should never limit results.  Allowing more filtering options would be beneficial.  But, please extend the results to unlimited and let the agents find what they are looking for

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Ver comentario · Editado 19 ago 2024 · Mary Paez

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Mary Paez creó una publicación,

Publicación Developer - Zendesk APIs

Need to access the owner and author fields of all our articles thru the API?  How can this be done? We are finding the author value but not the owner.

Publicado 27 nov 2023 · Mary Paez

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Mary Paez hizo un comentario,

Comentario de la comunidad Q&A - Reporting and analytics

any update on this question?  We are getting tickets closed with KB are taking longer than tickets without KB. Doesn't seem right.  

 

Ver comentario · Publicado 14 jun 2023 · Mary Paez

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Mary Paez hizo un comentario,

Comentario de la comunidad Feedback - Reporting and analytics (Explore)

Is there any update on this?  We still are waiting for a way to do this?

Ver comentario · Publicado 18 abr 2023 · Mary Paez

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Mary Paez hizo un comentario,

ComentarioWorking with articles in the knowledge base

Did you also check the Managed by Setting as well as Visible to property?

Ver comentario · Publicado 29 mar 2023 · Mary Paez

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Mary Paez creó una publicación,

Publicación Feedback - Help Center (Guide)

Has this feature been added?  Eg: When you follow an article and the article is republished with changes, all followers will get an email notification letting them know the article is updated

Publicado 27 mar 2023 · Mary Paez

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Mary Paez hizo un comentario,

Comentario de la comunidad Feedback - Help Center (Guide)

Has this feature been added?  Eg: When you follow an article and the article is republished with changes, all followers will get an email notification letting them know the article is updated

Ver comentario · Publicado 27 mar 2023 · Mary Paez

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Mary Paez hizo un comentario,

Comentario de la comunidad Q&A - Reporting and analytics

We created two separate reports and used a pivot table. When we do a comparison of linked article tickets and tickets without linked articles, The average resolution time in our report is higher in tickets without KB.  Did we do something wrong?

No = tickets without KB

Yes = tickets with KB

Ver comentario · Editado 23 mar 2023 · Mary Paez

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Mary Paez creó una publicación,

Publicación Q&A - Reporting and analytics

We are comparing tickets with KB and tickets without to see if tickets with KB have a shorter processing time.   But the data does not seem correct. Can you give us an idea how we can do this?

"compare the average resolution time against tickets that had a link and tickets that did not"

the tickets with KB are appearing to take longer that tickets without.   We are not sure why

Publicado 23 mar 2023 · Mary Paez

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Mary Paez hizo un comentario,

Comentario de la comunidad Feedback - Reporting and analytics (Explore)

We are comparing tickets with KB and tickets without to see if tickets with KB have a shorter processing time.   But the data does not seem correct. Can you give us an idea how we can do this?

"compare the average resolution time against tickets that had a link and tickets that did not"

the tickets with KB are appearing to take longer that tickets without.   We are not sure why

 
 

 

Ver comentario · Publicado 23 mar 2023 · Mary Paez

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