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Mary Paez

Data ingresso 15 apr 2021

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Ultima attività 19 ago 2024

Knowledge Manager for Veeva Global Support KCS Certified

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Ultima attività di Mary Paez

Mary Paez ha commentato,

Commento nella community Feedback - Ticketing system (Support)

This is a poorly planned feature that should never limit results.  Allowing more filtering options would be beneficial.  But, please extend the results to unlimited and let the agents find what they are looking for

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Visualizza commento · Data ultima modifica: 19 ago 2024 · Mary Paez

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Mary Paez ha creato un post,

Post Developer - Zendesk APIs

Need to access the owner and author fields of all our articles thru the API?  How can this be done? We are finding the author value but not the owner.

Data ultimo post: 27 nov 2023 · Mary Paez

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Mary Paez ha commentato,

Commento nella community Q&A - Reporting and analytics

any update on this question?  We are getting tickets closed with KB are taking longer than tickets without KB. Doesn't seem right.  

 

Visualizza commento · Data ultimo post: 14 giu 2023 · Mary Paez

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Mary Paez ha commentato,

Commento nella community Feedback - Reporting and analytics (Explore)

Is there any update on this?  We still are waiting for a way to do this?

Visualizza commento · Data ultimo post: 18 apr 2023 · Mary Paez

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Mary Paez ha commentato,

CommentoWorking with articles in the knowledge base

Did you also check the Managed by Setting as well as Visible to property?

Visualizza commento · Data ultimo post: 29 mar 2023 · Mary Paez

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Mary Paez ha creato un post,

Post Feedback - Help Center (Guide)

Has this feature been added?  Eg: When you follow an article and the article is republished with changes, all followers will get an email notification letting them know the article is updated

Data ultimo post: 27 mar 2023 · Mary Paez

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Mary Paez ha commentato,

Commento nella community Feedback - Help Center (Guide)

Has this feature been added?  Eg: When you follow an article and the article is republished with changes, all followers will get an email notification letting them know the article is updated

Visualizza commento · Data ultimo post: 27 mar 2023 · Mary Paez

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Mary Paez ha commentato,

Commento nella community Q&A - Reporting and analytics

We created two separate reports and used a pivot table. When we do a comparison of linked article tickets and tickets without linked articles, The average resolution time in our report is higher in tickets without KB.  Did we do something wrong?

No = tickets without KB

Yes = tickets with KB

Visualizza commento · Data ultima modifica: 23 mar 2023 · Mary Paez

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Mary Paez ha creato un post,

Post Q&A - Reporting and analytics

We are comparing tickets with KB and tickets without to see if tickets with KB have a shorter processing time.   But the data does not seem correct. Can you give us an idea how we can do this?

"compare the average resolution time against tickets that had a link and tickets that did not"

the tickets with KB are appearing to take longer that tickets without.   We are not sure why

Data ultimo post: 23 mar 2023 · Mary Paez

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Mary Paez ha commentato,

Commento nella community Feedback - Reporting and analytics (Explore)

We are comparing tickets with KB and tickets without to see if tickets with KB have a shorter processing time.   But the data does not seem correct. Can you give us an idea how we can do this?

"compare the average resolution time against tickets that had a link and tickets that did not"

the tickets with KB are appearing to take longer that tickets without.   We are not sure why

 
 

 

Visualizza commento · Data ultimo post: 23 mar 2023 · Mary Paez

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