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Allison Cloyd

Adhésion le 17 nov. 2023

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Dernière activité le 10 oct. 2024

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Dernière activité effectuée par Allison Cloyd

Allison Cloyd a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Yes please, this would be a huge benefit to us as well. 

Afficher le commentaire · Publication le 10 oct. 2024 · Allison Cloyd

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Allison Cloyd a ajouté un commentaire,

CommentaireAdditional ticket channels

Dainne Kiara Lucena-Laxamana is there a way to track pinned articles? We're looking at agent engagement rate and heavily leaning on pinning articles as a method of encouraging agents to use internal knowledge.

Afficher le commentaire · Publication le 09 août 2024 · Allison Cloyd

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Allison Cloyd a ajouté un commentaire,

CommentaireAdditional ticket channels

Are pinned articles counted in the linked articles metric, or only in the % Agent engagement rate?

Afficher le commentaire · Publication le 24 juin 2024 · Allison Cloyd

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Allison Cloyd a ajouté un commentaire,

CommentaireUsing content publishing flows

FYI for anyone else trying to make this work, there's a bug where the list of users articles can be assigned to for review is not properly reflecting the list of users who have edit access.

In Select a team member, type at least two characters to search for an agent, or select an agent from the drop-down list.

You can only assign the article to an agent who has permission to edit the article. If you select an agent who cannot edit the article, you'll see a message indicating that you cannot assign the article to that user.

If you do not see a list of users, your agent role may not have permission to view all users in the account.

 

In my instance all agents are available to be assigned to review an article (including light agents??). No ETA on a fix.
 

Afficher le commentaire · Publication le 18 avr. 2024 · Allison Cloyd

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Allison Cloyd a ajouté un commentaire,

CommentaireTicket management

Is it possible to set whether comments are public or private by role? IE I want support managers to default to an internal comment while agents default to public comments.

Afficher le commentaire · Publication le 29 mars 2024 · Allison Cloyd

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Allison Cloyd a ajouté un commentaire,

Commentaire de la communautéAnnouncements

Interested! :-)

Afficher le commentaire · Publication le 17 nov. 2023 · Allison Cloyd

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