Gwyn Mabo

1. Communauté
2. Feedback - Reporting and analytics (Explore)
3. Custom fields to appear in Explore before they have data associated with them

Agree this would be really helpful!

• Afficher le commentaire
• Gwyn Mabo
• Création 10 novembre 2023 09:34
• 1 vote

1. Communauté
2. Feedback - Help Center (Guide)
3. Permission Sets for Article Verification

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
• Gwyn Mabo
• Création 24 octobre 2023 07:16
• 0 vote

1. Bots and automation
2. Custom bots and bot building documentation
3. Building a conversation bot using answers

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 s...

• Afficher le commentaire
• Gwyn Mabo
• Création 11 septembre 2023 07:09
• 1 vote

1. Bots and automation
2. Custom bots and bot building documentation
3. Building a conversation bot using answers

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
• Gwyn Mabo
• Création 10 août 2023 11:44
• 0 vote

1. Guide
2. ...
3. Working with articles in the knowledge base
4. Understanding Content Cues

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 ...

• Afficher le commentaire
• Gwyn Mabo
• Création 23 juin 2023 07:49
• 0 vote

1. Guide
2. ...
3. End-user guide for Help Center
4. About semantic search and how it works

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 f...

• Afficher le commentaire
• Gwyn Mabo
• Création 23 mai 2023 15:57
• 0 vote

1. Communauté
2. Feedback - Help Center (Guide)
3. Follow article feature to notify users of article content updates

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...

• Afficher le commentaire
• Gwyn Mabo
• Création 17 mai 2023 13:48
• 1 vote

1. Communauté
2. Feedback - Help Center (Guide)
3. Follow article feature to notify users of article content updates

We don't allow commenting on our help Centre articles, so can't comment to notify. Being able to notify users of an updated article is an absolute necessity to us. For example, we have release note...

• Afficher le commentaire
• Gwyn Mabo
• Création 11 mai 2023 15:55
• 3 votes

1. Communauté
2. Feedback - Help Center (Guide)
3. Additional Bulk Article - "Publish in section"

We're starting an overhaul of our Help Centre structure, and have over 1500 articles. It's going to take an extremely long time to manually move each one to the correct section and category. It'd b...

• Afficher le commentaire
• Gwyn Mabo
• Création 3 mars 2023 15:38
• 4 votes