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Allison Cloyd's Avatar

Allison Cloyd

Incorporación 17 nov 2023

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Última actividad 10 oct 2024

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Última actividad de Allison Cloyd

Allison Cloyd hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Yes please, this would be a huge benefit to us as well. 

Ver comentario · Publicado 10 oct 2024 · Allison Cloyd

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Allison Cloyd hizo un comentario,

ComentarioAdditional ticket channels

Dainne Kiara Lucena-Laxamana is there a way to track pinned articles? We're looking at agent engagement rate and heavily leaning on pinning articles as a method of encouraging agents to use internal knowledge.

Ver comentario · Publicado 09 ago 2024 · Allison Cloyd

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Allison Cloyd hizo un comentario,

ComentarioAdditional ticket channels

Are pinned articles counted in the linked articles metric, or only in the % Agent engagement rate?

Ver comentario · Publicado 24 jun 2024 · Allison Cloyd

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Allison Cloyd hizo un comentario,

ComentarioUsing content publishing flows

FYI for anyone else trying to make this work, there's a bug where the list of users articles can be assigned to for review is not properly reflecting the list of users who have edit access.

In Select a team member, type at least two characters to search for an agent, or select an agent from the drop-down list.

You can only assign the article to an agent who has permission to edit the article. If you select an agent who cannot edit the article, you'll see a message indicating that you cannot assign the article to that user.

If you do not see a list of users, your agent role may not have permission to view all users in the account.

 

In my instance all agents are available to be assigned to review an article (including light agents??). No ETA on a fix.
 

Ver comentario · Publicado 18 abr 2024 · Allison Cloyd

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Allison Cloyd hizo un comentario,

ComentarioTicket management

Is it possible to set whether comments are public or private by role? IE I want support managers to default to an internal comment while agents default to public comments.

Ver comentario · Publicado 29 mar 2024 · Allison Cloyd

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Allison Cloyd hizo un comentario,

Comentario de la comunidadAnnouncements

Interested! :-)

Ver comentario · Publicado 17 nov 2023 · Allison Cloyd

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