
Anton Maslov
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Dernière activité
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Aperçu des activités
Dernière activité effectuée par Anton Maslov-
Anton Maslov a ajouté un commentaire,
Shannon Pesta could you please correct the link to remove Community, the one provided in your post results into 404
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Anton Maslov a ajouté un commentaire,
First, one bag is really dangerous, we had cases when an agent accidentally clicked and ticket got solved while it is not.
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Anton Maslov a ajouté un commentaire,
Hi Rob, in our case, we automatically create tickets for chats and calls, what is kind of similar to your approach. Also "start chat" button is on Zendesk HC page, so basically in Google Analytics,...
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Anton Maslov a ajouté un commentaire,
Hi Mary, I'm afraid I cannot help with CTR, we do not use Answer Bot.
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Anton Maslov a ajouté un commentaire,
Hi Mary, All of this is in ZenDesk insights reports and is being calculated automatically. Let me know in what metric are you interested in and I'll try to describe :)
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Anton Maslov a ajouté un commentaire,
Sorry, but approach you use to create an article is not the way recommended by KCS. KCS teaches to create articles working with tickets in order: not to lose tacit knowledge not to make it as some...
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Anton Maslov a créé une publication,
Knowledge Capture Publishing Workflow
Roles and Responsibilities 1. We do have 3 groups of engineers with corresponding groups in Zendesk: Candidate - newbies, who joined the team just recently and only able to create DRAFT and reuse ...
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Anton Maslov a ajouté un commentaire,
Just some part of how QA works in our case: We are following RQI principles to evaluate agents activity in KCS, that includes Link Accuracy, Participation, we also check article across style guide ...
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Anton Maslov a ajouté un commentaire,
Daniel, what about detaching articles? Or how do you proceed in this scenario: 1. The agent finds some symptom, but there is no article for this, so he created a new one. 2. Later agent finds addit...
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Anton Maslov a ajouté un commentaire,
Hi, It would be great to have a hint for those who have no "multiple forms" feature. Is that possible to put this as a comment, or send by email?