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Paulina Adams

Adhésion le 23 nov. 2021

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Dernière activité le 21 févr. 2023

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Paulina Adams a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

This is a problem for our company as well. Being unable to report on deleted values is causing issues in our historical data and is immature behavior for a product like Zendesk to be honest. I hope we can have this functionality soon. 

The use case above is well written out by the way. Thank you for that.

Afficher le commentaire · Modification le 10 mai 2022 · Paulina Adams

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Paulina Adams a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Any update on the delivery of this capability? Spring 2022? Summer? Fall?

Afficher le commentaire · Publication le 19 avr. 2022 · Paulina Adams

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Paulina Adams a créé une publication,

Publication Q&A - Reporting and analytics

In Help Center, when customers create a new ticket, they will get knowledge article suggestions based on the ticket subject. If the customer decides to use a knowledge article instead of submitting the ticket (in other words, they abandon the submission form and never click submit), we consider that ticket deflected. 

How do we measure this in Explore?

Can you share how you measure the success of your knowledge base? We understand the basics of views/tickets or self-service score = Total users of your help center(s) / Total users in tickets but we are looking for more substantial evidence of actually deflecting tickets. 

Publication le 10 mars 2022 · Paulina Adams

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Paulina Adams a ajouté un commentaire,

CommentaireWhat's new in Zendesk

We all of the sudden have an "Assign" option under every comment made on a ticket by an agent. There is no note here nor in the release notes. We are not charmed by this new option and want to remove it. 

Afficher le commentaire · Publication le 23 nov. 2021 · Paulina Adams

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