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Jay Lee

Adhésion le 15 avr. 2021

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Dernière activité le 10 janv. 2025

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Jay Lee a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

+1 

Afficher le commentaire · Publication le 10 janv. 2025 · Jay Lee

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Commentaire de la communauté Feedback - Ticketing system (Support)

Same issue. Would like to know if there is a way to resolve this issue. 

Afficher le commentaire · Publication le 09 janv. 2025 · Jay Lee

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Jay Lee a ajouté un commentaire,

CommentaireSetting up Agent Workspace

Is there any way to increase the number of search results displayed by the Knowledge Panel?  Currently there are 3 results shown as “Suggested content” and then 10 results after I input a search query. Can the number of either of these be increased?

Afficher le commentaire · Publication le 22 nov. 2024 · Jay Lee

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Jay Lee a ajouté un commentaire,

Commentaire de la communautéZendesk EAP - Article Multiplacement

Hi Katarzyna.  Sure.  Here are steps to reproduce:

 

1. Create a new Knowledge Article Template by creating a draft in Zendesk Guide and adding the “KCTemplate” label

2. In the article draft, set the Section as “Knowledge Base” (or any existing section 

3. Save

4. Go to a Zendesk Ticket > Knowledge app > Click “+” to create new knowledge article

5. Select the new Template you just created

 

Expected Result: The draft will have the “Knowledge Base” Section pre-selected (this is how it previously behaved before activating multiplacement)

 

Actual Result: No Section is pre-selected 

Afficher le commentaire · Modification le 10 oct. 2024 · Jay Lee

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Jay Lee a ajouté un commentaire,

Commentaire de la communautéZendesk EAP - Article Multiplacement

We employ some “new article templates” for creating articles. There is a designated “section” for the articles to be organized into that is set by the template. Since enabling multiplacement, the designated section for the template does not work, and a section has to be manually selected. Is this expected behavior?

Afficher le commentaire · Publication le 08 oct. 2024 · Jay Lee

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Jay Lee a ajouté un commentaire,

CommentaireWorking with articles in the knowledge base

So giving permission to agents to edit/create content block is not granular to specific agents, but all agents can or all agents cannot be allowed to edit content blocks. Is that correct?

Afficher le commentaire · Publication le 08 sept. 2023 · Jay Lee

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CommentaireWorking with articles in the knowledge base

UPDATED:

I resolved this issue by using

instead.  So, this gets around the issue (most likely Zendesk's "unsafe content" filtering):

warning text here

*****************************

I am trying to create a content block for a disclaimer we often put on articles. As part of the disclaimer text, I'm trying to use this HTML code:

However, after I save the content block, I find that this HTML code isn't saved and replaced with

.  And actually this seems to be the case with other HTML codes I try to save into a Content Block.

Is this a known issue? I know there's a similar issue with dynamic content.  Please let me know if this is a known issue or if I'm doing something wrong, or if there is a workaround.  Thanks

Afficher le commentaire · Modification le 02 août 2023 · Jay Lee

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Jay Lee a créé une publication,

Publication Feedback - Ticketing system (Support)

Our agents have requested over and over again the ability to make some edits on closed tickets.  In particular, some of the metadata fields.  Sometimes actions happen that might cause tickets to fall out of agents active tickets queue so they don't realize it is approaching 28 day autoclose window, or an organization is no longer part of our service and tickets get bulk closed before we've had a chance to change certain fields appropriately.  

It would be nice to have some ability to change things on a closed ticket

Thanks

Publication le 06 sept. 2019 · Jay Lee

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Commentaire de la communauté Feedback - Help Center (Guide)

I also support all of the suggestions in this thread.  

Afficher le commentaire · Publication le 27 juin 2019 · Jay Lee

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