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Beth_Borghi

Adhésion le 02 mai 2022

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Dernière activité le 30 janv. 2025

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Beth_Borghi a ajouté un commentaire,

Commentaire de la communauté Feedback - Help Center (Guide)

Customers may be forced to leave Zendesk because of the lack of WCAG compliance and the possible fines that can be incurred. Not to mention, accessibility is just the right thing to do.

 

Justice Department Finalizes Rule Requiring State and Local Governments to Make their Websites Accessible

 

The rule requires state and local governments to make their websites and mobile applications accessible for people with disabilities. The agency is adopting the technical standards of Web Content Accessibility Guidelines (WCAG) 2.1 Level AA, which requires 50 success criteria to make websites accessible

 

 

Afficher le commentaire · Publication le 23 sept. 2024 · Beth_Borghi

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Commentaire de la communauté Q&A - Help center and community

Hi Pulkit Pandey ! We have a custom theme, but I have updated it to show sub-sections based on the latest Copenhagen code and from the help you have provided others in this thread (thank you so much). However I'm not a web developer and am outside my area of expertise. 

 

I added the code you recommended but it didn't work. You can see how I have customized the CSS below:

 

Afficher le commentaire · Publication le 18 avr. 2024 · Beth_Borghi

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Commentaire de la communauté Q&A - Help center and community

Hello all,

Wondering if there are any tips on how to edit the CSS or the category_page.hbs to remove this indentation?

 

Afficher le commentaire · Publication le 17 avr. 2024 · Beth_Borghi

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Commentaire de la communauté Feedback - Help Center (Guide)

Hello Katarzyna Karpinska this request came up twice for my org today. Would love to know if there are any updates for an ETA for this? Thanks in advance! 

Afficher le commentaire · Publication le 16 avr. 2024 · Beth_Borghi

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Beth_Borghi a ajouté un commentaire,

CommentaireAdditional ticket channels

Here's an example of a product that allows end users without specific permissions to flag articles directly in the KB: https://help.bloomfire.com/posts/3521117-how-to-flag-and-review-a-contribution

Use case for us: only Support Agents can flag in the Support View (a small number of employees overall) versus the entire company being able to flag directly as end users. 

This creates a burden of having to track flagged articles from people emailing, Slacking, mentioning in meetings, etc. And then I have to have a separate tracking method for these flags. 

Afficher le commentaire · Publication le 11 juil. 2023 · Beth_Borghi

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CommentaireReporting and analytics for help center

Is there a way to view the actual tickets that were created when a user searched for a term and then created a ticket (as shown in the Explore "Search Queries Overview" for the columns "Search Query" and "Tickets Created")? It would be helpful for me to view those specific tickets to see why our Help Center article wasn't sufficient. Thank you in advance!

Afficher le commentaire · Publication le 20 mars 2023 · Beth_Borghi

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Beth_Borghi a ajouté un commentaire,

CommentaireUsing themes and customizing your Help Center

I'm having the same issue as Taehyoung Kim above. Appreciate any help - thank you!

Afficher le commentaire · Publication le 16 nov. 2022 · Beth_Borghi

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Commentaire de la communauté Feedback - Help Center (Guide)

+1

Afficher le commentaire · Publication le 05 oct. 2022 · Beth_Borghi

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CommentaireUsing AI agents for email and web form

Is there a way to turn off Answerbot suggestions in emails and only leave it on for webforms?

OR

Is there a way to turn off the user's ability to solve a ticket? I see this option in Knowledge Capture but not in Answerbot.

Scenario: we have a small percentage of users who are accidentally solving and closing tickets after reading suggested articles in the automated emails. They then are understandably upset because our support team hasn't replied to them (because they closed the ticket).

Afficher le commentaire · Publication le 26 sept. 2022 · Beth_Borghi

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Beth_Borghi a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

The description and body of macro fields should be indexed and searchable. We are approaching 500 macros and it is ridiculous that we have to export macros (using steps created by a forum member no less) to see the content of macros for auditing and maintenance purposes. 

The macro feature seems built out by about 10%. Major bummer. 

Afficher le commentaire · Publication le 20 sept. 2022 · Beth_Borghi

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