Samantha Flaherty
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Dernière activité effectuée par Samantha Flaherty-
Samantha Flaherty a ajouté un commentaire,
I agree with the sentiment above; I also feel the threads about the dashboard in Zendesk are also along the same lines. It's in the backlog for years and years (and years) and then there's a releas...
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Samantha Flaherty a ajouté un commentaire,
We really need this setting up - I can't give out the 'Manage help centre' role option to all staff as we need agents to only see articles within their teams / shared articles. I mentioned several...
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Samantha Flaherty a ajouté un commentaire,
Hey Josh, It's just CSS so you should be able to add badges etc. I haven't added a badge or image for ours so don't have code to share; it should be pretty straightforward to manipulate if you're c...
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Samantha Flaherty a ajouté un commentaire,
I like to look at historical backlog, so I can show over time (perhaps 30 days) the amount of tickets created in a set period. Matching that up to solved tickets and using a turnaround % metric (ti...
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Samantha Flaherty a ajouté un commentaire,
Hi Douglas, Is your IT Help Centre an independent, full Zendesk instance, separate to your Zendesk Support one? We also have a private area on our help centre, populated with internal content whic...
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Samantha Flaherty a ajouté un commentaire,
Hey Kris, I see your point - as far as I am aware, there isn't a way (using GoodData) to get a report to look at only part of a field selection; The best suggestion I'd have for this is to create ...
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Samantha Flaherty a ajouté un commentaire,
Hey Kris, We're also using an 'about' field which is proving to be ever-helpful (thanks for the tip Zendesk!). To get this into reporting, you'd want to create a report and set: What: '# tickets' ...
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Samantha Flaherty a créé une publication,
Custom/Branded HTML structure for articles
First off - I couldn't find the answer I was looking for, based on my searches - if there is an answer for this already, I'd love to read it! I noticed that when Zendesk post articles, and when I m...
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Samantha Flaherty a créé une publication,
Tip: How to add cool agent badges in Communities (Gather)
It's something that has caused lots of discussion in other posts here - how we can get the same cool little badges Zendesk use, on our own Community forums. Thanks to the help of a few Zendesk peo...
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Samantha Flaherty a ajouté un commentaire,
Hey Jon, Are you using the Zendesk Advanced SLA settings? Zendesk are currently building an *awesome* looking dashboard for these metrics which should be with us soon - however, I've needed to look...