Brandon Tahquette

Julio R. is there an update on your last comment? I'm also interested in showing the linking rate per agent but I am seeing the same issue that Bobby has reported above.

We have a lot of articles already built but we're looking to grow our ability to deflect with smaller and more direct articles. We don't want agents creating and then publishing the article without it going through a review first. If they create the article and copy the unpublished link, will Explore capture that as a linked article?

Lou We use that but the organization structure is one where we report data up to a corporate structure that is indirectly related in Zendesk. Each Franchisee is their own organization connected to the greater Corporate organization that meets with us and is asking for this information to prevent the case from going to a resolved status that results from bump bump solve. They are a demanding client, but the data is there. The problem is that explore only allows us to see total time in each status for the lifecycle of the case. 

Example: 

A client wishes to know long it has been since one of their users has had a case in pending w/out having to look directly at individual cases or to try to do the math by reviewing multiple "last response" columns to determine how long since the agent placed the case in a pending status. 

Their end goal is to know how and when to press their end user to respond. 

Currently, the system does not allow reporting on that metric.

More details can be found in my case with Support found here

My KCM needs to be able to leverage the templates that he's created without having to find/copy/paste every time he or one of his cross-functional partners needs to create new content. He works outside of the Support app and I'd like to keep it that way since he has very little need to work in/on Support cases. Even if he was more involved with tickets, giving him the ability to use those templates in both places makes the UX that much better and would give us the ability to be more efficient/scaled in his process.