Madison Davis

1. Support
2. ...
3. Workflows
4. Zendesk Support placeholders reference

Hi Anaïs! Your understanding is accurate. {{ticket.link}} will show you a full URL:-To agents, it will show yoursubdomain.zendesk.com/agent/tickets/123 -To end users, it will show yoursubdomain.zen...

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• Madison Davis
• Création 12 février 2021 21:29
• 0 vote

1. Explore
2. ...
3. Explore recipes
4. Explore recipe: Analyzing Knowledge Capture activity

Hey Rachel! Sorry for the delayed response. There's actually a default metric in the Knowledge Capture dataset called % Agent Engagement Rate that measures just this! It's also included on the defa...

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• Madison Davis
• Création 12 février 2021 21:21
• 0 vote

1. Communauté
2. Support Q&A
3. agent reply creating duplicate ticket

Hello Anais! That sounds like a pretty confusing experience. Were you maybe replying to a closed ticket, and the reply created a follow up? And just to confirm, you were logged in as an agent, repl...

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• Madison Davis
• Création 18 décembre 2020 21:42
• 0 vote

1. Communauté
2. Explore Q&A
3. EXPLORE - Guide - Search engine information

Hello Jean-Edouard! Today, we don't yet offer robust search-related data in Explore. You can view some basic search information about your Help Center as shown here, but if you need to get more det...

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• Madison Davis
• Création 18 décembre 2020 21:30
• 0 vote

1. Explore
2. ...
3. Explore basics
4. How frequently does my Zendesk data sync to Explore?

Hi Jacob! Sorry for the delayed reply. A query is executed when you access it - so either loading the query in Explore, or loading a dashboard that the query is placed on. It's also executed anytim...

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• Madison Davis
• Création 18 décembre 2020 19:55
• 1 vote

1. Support
2. ...
3. Channels
4. Removing the Web Widget from your website or Help Center

Hi Bill! Sorry to hear this is happening and that it's proving confusing too! It sounds to me like you are reconfiguring settings in your Chat account, when what you need to do is follow along with...

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• Madison Davis
• Création 18 décembre 2020 19:53
• 0 vote

1. Guide
2. ...
3. Working with the Knowledge Capture app
4. Installing the Knowledge Capture app

Hi Raphael, I see that you submitted a ticket to our support team to look into this issue. I think it will be best to resolve this there so we can take a look at your account-specific settings and ...

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• Madison Davis
• Création 18 décembre 2020 19:26
• 1 vote

1. Talk
2. ...
3. Talk basics
4. Understanding how Talk calls become tickets

Hi Edd! That's a strange one! I have a couple questions. Do your agents make outbound calls? Or are all your calls inbound? Are you using Zendesk Talk or a CTI integration with Talk Partner Edition?

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• Madison Davis
• Création 8 décembre 2020 20:08
• 0 vote