• Jennifer Rowe

  • 21 juillet 2015 17:27

  Zendesk Documentation Team

  A new tip from Mat. Check it out!

  • Using targets to make triggers and automations more understandable to agents
• Jennifer Rowe

  • 31 janvier 2018 21:06

  Zendesk Documentation Team

  We have an excellent new tip for automations! 

  • How to "send later" using automations
• Alejandro Colon

  • 15 mai 2020 13:49

  At least one of the links do not allow me to access them.

  https://support.zendesk.com/entries/23248802-Remind-agents-chase-tickets-keeping-it-simple

• Nicole S.

  • 15 mai 2020 14:45

  Zendesk Community Team

  Hi Alejandro - 

  Our apologies, and thank you for letting us know. That tip was archived as it was no longer current. We'll get it removed from the list. 

   

• Alejandro Colon

  • 15 mai 2020 15:14

  Nicole S.

  While I have you, can you respond to some of my other questions?

  I can link them but I am sure they are listed on my account.

• Nicole S.

  • 15 mai 2020 15:47

  Zendesk Community Team

  Hi Alejandro, 

  We have people working on answering each of your questions in the places they were posted. You should receive responses to most of those today. 

• Alejandro Colon

  • 15 mai 2020 15:57

  Thank you for responding. 

  Sorry not trying to bug you guys but some of them I have not had a response in 10 days. 

   

  Back to the topic at hand, I really think you guys should clean up the "User Tips" Section. There are a ton junk posts that should be removed. Most of them are questions posted, I am guessing by accident to this section. 

  That being said, another thing that would make a big difference would be to take the article comments and/or questions that would be good posts and rewrite them. They could use the format specified in the pinned post. 

  There are some posts I am trying to follow but it hard because the good stuff is in the comments and there are years of comments. 
  
  

  Another thing you should consider is creating a list of the popular/most helpful tips. That way users can get the most bang for their buck when they first check out the section. I would suggest this being different than a post that shows posts for the last year or so. Something, that can be updated periodically.

   

  P.S. I don't know if you know this but it is almost impossible to tag you. 

  When I type @ and then @Nicole

  You are not listed at all. 

  

   

  P.P.S I am trying to go through the user tips to see if there are any things that would help me. This seems quite hard and most people would not do it. When it comes to tips or suggestions, it really comes down to helping people with things that they do not know that they don't know. The current set up for the tips section does not reflect that and really makes it hard to find worthwhile things.

• Nicole S.

  • 22 mai 2020 00:10

  Zendesk Community Team

  Hi Alejandro - 

  Thank you for providing all of that feedback. To respond to the individual pieces: 

  1) User tips: you're correct, there should not be any questions in the "User Tips" section. I'll talk to my team about being more proactive on topic maintenance. 
  
  2) We do actually rewrite article comments and great answers buried in comment threads, but we post them in the knowledge base rather than in the community. This is because knowledge base articles are translated into other languages, and they're also served by Answer Bot, which community posts are not. Based on your suggestion, I was inspired and have created this post where users can suggest comments that should be turned into articles. Please contribute your suggestions there. 
  
  3) The easiest way to find the most popular tips is to sort by votes in the tips topic. As you can see from the top of this post, we do index tips based on topic/theme. We also feature new tips that come in each week in the weekly digests, which you can find in the Announcements topic in the knowledge base. 
  
  4) To mention me, you need to type as far as @Nicole - Co and my profile should pop up. This is unfortunately a function of how mentions were designed, and the fact that they were implemented several years after users started creating accounts. That being said, I see most community posts regardless of being mentioned, so if you find it frustrating you can skip that part and I'll likely still see it and respond. 

  5) We had previously broken up tips by topic, having one topic for each product, so that you could find "Tips on Support," "Tips on Guide," etc. The feedback users gave us was that it was too hard to find the tips when they were in different topics, and they preferred having all tips in one place, so we moved them back into the single topic a few months ago. Again, my suggestion is to go into the topic and sort by votes; that will show you the most popular (and therefore, theoretically, most helpful) tips. 

  Thanks again for your suggestions! If you have additional ideas, please create a new post here and we'll continue the conversation. 

• Alejandro Colon

  • 22 mai 2020 16:16

  Nicole S.

  As you suggested, I opened up a new article for additional ideas and plan on responding to you there.

  Unless you have an objection to that. 

   

  New Article:

  https://support.zendesk.com/hc/en-us/community/posts/360044285953-Casual-Q-A

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