Kelsey Davis

1. Zendesk updates
2. Announcements
3. Announcing a new SLA metric: Total resolution time

Is the use of this instead of Reply Targets and Update Targets? When previously looking at our SLAs it seemed to be that it was either the use of Reply or update Targets but not both. Our use case ...

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• Kelsey Davis
• Creación 31 de agosto de 2023 12:49
• 0 votos

1. Guide
2. ...
3. Setting up Zendesk Guide
4. Enabling and disabling profiles in your help center

Thank you - can you perhaps provide some advice then on how to handle the below scenario? We have an online site with a web app - our customers have a login and profile for that. I need to add SSO ...

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• Kelsey Davis
• Creación 23 de febrero de 2023 14:22
• 0 votos

1. Guide
2. ...
3. Using the knowledge base in Help Center
4. Analyzing your knowledge base activity with Explore

Is there a way to see the performance of an individual article? Perhaps you want to monitor the improvement of a particular article over time to see if the changes you're making are working. I'd li...

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• Kelsey Davis
• Creación 20 de enero de 2023 09:26
• 0 votos

1. Explore
2. ...
3. Building reports
4. Metrics and attributes for Zendesk Guide

Hi - in Team Publishing, I think mine is showing under Articles created (filtered by agent name) seems to actually be the author. But I created the article and set the author to be another agent. S...

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• Kelsey Davis
• Creación 18 de enero de 2023 14:06
• 0 votos

1. Guide
2. ...
3. Setting up Zendesk Guide
4. Enabling and disabling profiles in your help center

Thanks Clifford - I don't think this answers my question, I would need my customers to be able to edit/set up their own Alias. Since we are allowing it, can they still do so even though they can't ...

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• Kelsey Davis
• Creación 6 de enero de 2023 12:44
• 0 votos

1. Talk
2. ...
3. Managing Talk
4. Managing call recording options in Talk

Hi is call duration time affected by what you choose to record (eg after transfer as well). Thanks

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• Kelsey Davis
• Creación 6 de enero de 2023 11:37
• 0 votos

1. Guide
2. ...
3. Working with articles in the knowledge base
4. About content tags

Thanks for this, where would I see low or high usage of the content tags?   And also to add on to Mary Paez question about the limit of tags and your response Kasper Sorensen :  Up to 200 tags on ...

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• Kelsey Davis
• Editado 4 de enero de 2023 10:59
• 0 votos

1. Support
2. ...
3. Views, ticket status, and ticket fields
4. How can I add additional ticket type options?

Thanks @... - I mainly am asking if and how to do this so I can have a task on a problem or incident ticket - I guess I need both the default type field and the custom one. But can the custom one s...

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• Kelsey Davis
• Creación 25 de octubre de 2022 08:32
• 0 votos

1. Comunidad
2. Feedback - Ticketing System (Support)
3. Visibility of Due Date field for ticket types other than Task

Hi - we very much need the option to set tasks for Incidents and Problems, please separate these out so both can be used. 

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• Kelsey Davis
• Creación 21 de octubre de 2022 12:34
• 2 votos

1. Support
2. ...
3. Views, ticket status, and ticket fields
4. How can I add additional ticket type options?

I need incidents and problems to also be able to have tasks, is this possible to use custom fields and still get all the usual standard functionality of the native ticket field?

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• Kelsey Davis
• Creación 21 de octubre de 2022 12:16
• 0 votos