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Gwyn Mabo

Data ingresso 13 mag 2021

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Ultima attività 12 mar 2024

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Gwyn Mabo ha commentato,

Commento nella community Feedback - Help Center (Guide)

We have the exact same use case as the comment above.

Visualizza commento · Data ultimo post: 12 mar 2024 · Gwyn Mabo

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Gwyn Mabo ha commentato,

CommentoUsing themes and customizing your Help Center

We noticed an issue with this documentation. It should work a lot better if you replace this: 


                         
                     
with this, or other code that actually works:

Visualizza commento · Data ultimo post: 16 gen 2024 · Gwyn Mabo

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Gwyn Mabo ha commentato,

Commento nella community Feedback - Reporting and analytics (Explore)

Agree this would be really helpful!

Visualizza commento · Data ultimo post: 10 nov 2023 · Gwyn Mabo

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Gwyn Mabo ha creato un post,

Post Q&A - Help center and community

We have a number of articles that show in the suggested search, but when you do a proper search, they're not there.

This has caused a big inaccurate spike in our analysis for 'searches with no results'. It is also driving contact to our Support Team because our users aren't able to self serve on these topics.

Has anyone had this same issue or knows of a workaround?

Data ultimo post: 10 nov 2023 · Gwyn Mabo

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Gwyn Mabo ha commentato,

Commento nella community Feedback - Help Center (Guide)

Agree! This makes no sense that agents can own articles but not go to the place to keep them up to date. I'd ideally lie agents to be able to access the list of articles to be verified.

Visualizza commento · Data ultimo post: 24 ott 2023 · Gwyn Mabo

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Gwyn Mabo ha commentato,

CommentoUsing legacy AI agent functionality

Hi Lisa, thanks and yes we have! No matter how good the training phrases are, if the end user types something in, it puts them into a random unrelated flow. Zendesk have acknowledged that there's something going wrong, but haven't fixed it yet.

Visualizza commento · Data ultimo post: 11 set 2023 · Gwyn Mabo

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Gwyn Mabo ha commentato,

CommentoUsing legacy AI agent functionality

We have the exact same issue Jeremy

We've raised with our account manager, but in the meantime it means we aren't able to switch this feature on!

Visualizza commento · Data ultimo post: 10 ago 2023 · Gwyn Mabo

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Gwyn Mabo ha commentato,

CommentoWorking with articles in the knowledge base

I would also like to be able to customise content cues, such as by excluding certain ticket types. For example, our Help Centre only documents expected functionality (not bugs) so we would like to be able to exclude bug tickets from contributing to our cues.

Visualizza commento · Data ultimo post: 23 giu 2023 · Gwyn Mabo

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Gwyn Mabo ha commentato,

CommentoUsing help center search

We have checked our Help Centre and semantic search is not yet enabled. Will we receive an update to let us know when it is? Are there any time scales you can supply for when this will be enabled for all accounts?

Visualizza commento · Data ultimo post: 23 mag 2023 · Gwyn Mabo

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Gwyn Mabo ha commentato,

Commento nella community Feedback - Help Center (Guide)

Hi Ryan, appreciate the recommendation!

However, this isn't an effective strategy for our company.

We did previously use this strategy, but found that customers weren't easily able to find the most recent update. It also meant our article numbers were inflated throughout the year then needed to be archived in bulk.

We moved to a 'one article' strategy to allow us to link right to the Change Log from our Help Centre homepage, and so customers could bookmark the article.

Visualizza commento · Data ultimo post: 17 mag 2023 · Gwyn Mabo

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