Mary Paez
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Actividad reciente de Mary Paez Ordenar por actividad reciente-
Hi Brett, One important metric that we calculate is the Link rate for each support agent by month. The industry standard link rate (for KCS) is 65 - 85%. So, we like agents to see their month...
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Hi Explore team, I noted my suggestions for KB metrics in one of your articles. A piece that has been missing for a long time is the reporting on KB article metrics: Draft & Published article...
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Wow! This was very helpful. Do you think ZD will offer easier ways to do this (rather than rely on a customer to write code to do it)?
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WOW! This was fast and easy! Thank you for this post. It was very helpful. Do you have something similar for exporting a report from the Zendesk Manage articles UI based on applying a filter?
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I have to recommend the same as internal comments on public articles would be helpful to our support staff. And the abiliity to set the review date (expiration date) of an article on an article-b...
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This is an issue for us. We update release notes articles on a bi-monthly basis. To get notifications, we have to create a new article in its place, copy everything over from previous releases an...
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Thank you, Jennifer! This is a very helpful feature for maintaining the knowledge base. We now use this (and it makes our job much easier/faster) when transferring article ownership to a new agen...
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The interesting thing is that ZD knows the article in question and the AUTHOR since it appears in the notification email. So, wouldn't it be pretty easy to add this ability?
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How can you reoute the ticket via a notification to the AUthor of the article in question? Do you have an example rule?
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Is there any way to Send a feedback notifcation to the author of an article? Right now the Knowledge Capture feedback mechanism opens a new ticket on the system. The notification gets sent to th...