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Jay Lee

Incorporación 15 abr 2021

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Última actividad 10 ene 2025

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Última actividad de Jay Lee

Jay Lee hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

+1 

Ver comentario · Publicado 10 ene 2025 · Jay Lee

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Jay Lee hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Same issue. Would like to know if there is a way to resolve this issue. 

Ver comentario · Publicado 09 ene 2025 · Jay Lee

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Jay Lee hizo un comentario,

ComentarioSetting up Agent Workspace

Is there any way to increase the number of search results displayed by the Knowledge Panel?  Currently there are 3 results shown as “Suggested content” and then 10 results after I input a search query. Can the number of either of these be increased?

Ver comentario · Publicado 22 nov 2024 · Jay Lee

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Jay Lee hizo un comentario,

Comentario de la comunidadZendesk EAP - Article Multiplacement

Hi Katarzyna.  Sure.  Here are steps to reproduce:

 

1. Create a new Knowledge Article Template by creating a draft in Zendesk Guide and adding the “KCTemplate” label

2. In the article draft, set the Section as “Knowledge Base” (or any existing section 

3. Save

4. Go to a Zendesk Ticket > Knowledge app > Click “+” to create new knowledge article

5. Select the new Template you just created

 

Expected Result: The draft will have the “Knowledge Base” Section pre-selected (this is how it previously behaved before activating multiplacement)

 

Actual Result: No Section is pre-selected 

Ver comentario · Editado 10 oct 2024 · Jay Lee

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Jay Lee hizo un comentario,

Comentario de la comunidadZendesk EAP - Article Multiplacement

We employ some “new article templates” for creating articles. There is a designated “section” for the articles to be organized into that is set by the template. Since enabling multiplacement, the designated section for the template does not work, and a section has to be manually selected. Is this expected behavior?

Ver comentario · Publicado 08 oct 2024 · Jay Lee

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Jay Lee hizo un comentario,

ComentarioWorking with articles in the knowledge base

So giving permission to agents to edit/create content block is not granular to specific agents, but all agents can or all agents cannot be allowed to edit content blocks. Is that correct?

Ver comentario · Publicado 08 sept 2023 · Jay Lee

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Jay Lee hizo un comentario,

ComentarioWorking with articles in the knowledge base

UPDATED:

I resolved this issue by using

instead.  So, this gets around the issue (most likely Zendesk's "unsafe content" filtering):

warning text here

*****************************

I am trying to create a content block for a disclaimer we often put on articles. As part of the disclaimer text, I'm trying to use this HTML code:

However, after I save the content block, I find that this HTML code isn't saved and replaced with

.  And actually this seems to be the case with other HTML codes I try to save into a Content Block.

Is this a known issue? I know there's a similar issue with dynamic content.  Please let me know if this is a known issue or if I'm doing something wrong, or if there is a workaround.  Thanks

Ver comentario · Editado 02 ago 2023 · Jay Lee

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Jay Lee creó una publicación,

Publicación Feedback - Ticketing system (Support)

Our agents have requested over and over again the ability to make some edits on closed tickets.  In particular, some of the metadata fields.  Sometimes actions happen that might cause tickets to fall out of agents active tickets queue so they don't realize it is approaching 28 day autoclose window, or an organization is no longer part of our service and tickets get bulk closed before we've had a chance to change certain fields appropriately.  

It would be nice to have some ability to change things on a closed ticket

Thanks

Publicado 06 sept 2019 · Jay Lee

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Jay Lee hizo un comentario,

Comentario de la comunidad Feedback - Help Center (Guide)

I also support all of the suggestions in this thread.  

Ver comentario · Publicado 27 jun 2019 · Jay Lee

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