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Mary Paez

Adhésion le 15 avr. 2021

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Dernière activité le 19 août 2024

Knowledge Manager for Veeva Global Support KCS Certified

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APERÇU DES ACTIVITÉS

Dernière activité effectuée par Mary Paez

Mary Paez a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

This is a poorly planned feature that should never limit results.  Allowing more filtering options would be beneficial.  But, please extend the results to unlimited and let the agents find what they are looking for

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Afficher le commentaire · Modification le 19 août 2024 · Mary Paez

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Mary Paez a créé une publication,

Publication Developer - Zendesk APIs

Need to access the owner and author fields of all our articles thru the API?  How can this be done? We are finding the author value but not the owner.

Publication le 27 nov. 2023 · Mary Paez

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Mary Paez a ajouté un commentaire,

Commentaire de la communauté Q&A - Reporting and analytics

any update on this question?  We are getting tickets closed with KB are taking longer than tickets without KB. Doesn't seem right.  

 

Afficher le commentaire · Publication le 14 juin 2023 · Mary Paez

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Mary Paez a ajouté un commentaire,

Commentaire de la communauté Feedback - Reporting and analytics (Explore)

Is there any update on this?  We still are waiting for a way to do this?

Afficher le commentaire · Publication le 18 avr. 2023 · Mary Paez

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Mary Paez a ajouté un commentaire,

CommentaireWorking with articles in the knowledge base

Did you also check the Managed by Setting as well as Visible to property?

Afficher le commentaire · Publication le 29 mars 2023 · Mary Paez

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Mary Paez a créé une publication,

Publication Feedback - Help Center (Guide)

Has this feature been added?  Eg: When you follow an article and the article is republished with changes, all followers will get an email notification letting them know the article is updated

Publication le 27 mars 2023 · Mary Paez

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Mary Paez a ajouté un commentaire,

Commentaire de la communauté Feedback - Help Center (Guide)

Has this feature been added?  Eg: When you follow an article and the article is republished with changes, all followers will get an email notification letting them know the article is updated

Afficher le commentaire · Publication le 27 mars 2023 · Mary Paez

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Mary Paez a ajouté un commentaire,

Commentaire de la communauté Q&A - Reporting and analytics

We created two separate reports and used a pivot table. When we do a comparison of linked article tickets and tickets without linked articles, The average resolution time in our report is higher in tickets without KB.  Did we do something wrong?

No = tickets without KB

Yes = tickets with KB

Afficher le commentaire · Modification le 23 mars 2023 · Mary Paez

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Mary Paez a créé une publication,

Publication Q&A - Reporting and analytics

We are comparing tickets with KB and tickets without to see if tickets with KB have a shorter processing time.   But the data does not seem correct. Can you give us an idea how we can do this?

"compare the average resolution time against tickets that had a link and tickets that did not"

the tickets with KB are appearing to take longer that tickets without.   We are not sure why

Publication le 23 mars 2023 · Mary Paez

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Mary Paez a ajouté un commentaire,

Commentaire de la communauté Feedback - Reporting and analytics (Explore)

We are comparing tickets with KB and tickets without to see if tickets with KB have a shorter processing time.   But the data does not seem correct. Can you give us an idea how we can do this?

"compare the average resolution time against tickets that had a link and tickets that did not"

the tickets with KB are appearing to take longer that tickets without.   We are not sure why

 
 

 

Afficher le commentaire · Publication le 23 mars 2023 · Mary Paez

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