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Gwyn Mabo

Adhésion le 13 mai 2021

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Dernière activité le 12 mars 2024

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Dernière activité effectuée par Gwyn Mabo

Gwyn Mabo a ajouté un commentaire,

Commentaire de la communauté Feedback - Help Center (Guide)

We have the exact same use case as the comment above.

Afficher le commentaire · Publication le 12 mars 2024 · Gwyn Mabo

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Gwyn Mabo a ajouté un commentaire,

CommentaireUsing themes and customizing your Help Center

We noticed an issue with this documentation. It should work a lot better if you replace this: 


                         
                     
with this, or other code that actually works:

Afficher le commentaire · Publication le 16 janv. 2024 · Gwyn Mabo

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Gwyn Mabo a ajouté un commentaire,

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

Agree this would be really helpful!

Afficher le commentaire · Publication le 10 nov. 2023 · Gwyn Mabo

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Gwyn Mabo a créé une publication,

Publication Q&A - Help center and community

We have a number of articles that show in the suggested search, but when you do a proper search, they're not there.

This has caused a big inaccurate spike in our analysis for 'searches with no results'. It is also driving contact to our Support Team because our users aren't able to self serve on these topics.

Has anyone had this same issue or knows of a workaround?

Publication le 10 nov. 2023 · Gwyn Mabo

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Gwyn Mabo a ajouté un commentaire,

Commentaire de la communauté Feedback - Help Center (Guide)

Agree! This makes no sense that agents can own articles but not go to the place to keep them up to date. I'd ideally lie agents to be able to access the list of articles to be verified.

Afficher le commentaire · Publication le 24 oct. 2023 · Gwyn Mabo

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Gwyn Mabo a ajouté un commentaire,

CommentaireUsing legacy AI agent functionality

Hi Lisa, thanks and yes we have! No matter how good the training phrases are, if the end user types something in, it puts them into a random unrelated flow. Zendesk have acknowledged that there's something going wrong, but haven't fixed it yet.

Afficher le commentaire · Publication le 11 sept. 2023 · Gwyn Mabo

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Gwyn Mabo a ajouté un commentaire,

CommentaireUsing legacy AI agent functionality

We have the exact same issue Jeremy

We've raised with our account manager, but in the meantime it means we aren't able to switch this feature on!

Afficher le commentaire · Publication le 10 août 2023 · Gwyn Mabo

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Gwyn Mabo a ajouté un commentaire,

CommentaireWorking with articles in the knowledge base

I would also like to be able to customise content cues, such as by excluding certain ticket types. For example, our Help Centre only documents expected functionality (not bugs) so we would like to be able to exclude bug tickets from contributing to our cues.

Afficher le commentaire · Publication le 23 juin 2023 · Gwyn Mabo

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Gwyn Mabo a ajouté un commentaire,

CommentaireUsing help center search

We have checked our Help Centre and semantic search is not yet enabled. Will we receive an update to let us know when it is? Are there any time scales you can supply for when this will be enabled for all accounts?

Afficher le commentaire · Publication le 23 mai 2023 · Gwyn Mabo

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Gwyn Mabo a ajouté un commentaire,

Commentaire de la communauté Feedback - Help Center (Guide)

Hi Ryan, appreciate the recommendation!

However, this isn't an effective strategy for our company.

We did previously use this strategy, but found that customers weren't easily able to find the most recent update. It also meant our article numbers were inflated throughout the year then needed to be archived in bulk.

We moved to a 'one article' strategy to allow us to link right to the Change Log from our Help Centre homepage, and so customers could bookmark the article.

Afficher le commentaire · Publication le 17 mai 2023 · Gwyn Mabo

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