Anton Maslov
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Hi, is there an API or Trigger/Macros to submit ticket comment in a draft mode? One of the use-cases we have: 1. Agent uses Macros to pre-fill reply which sets comment as a private comment 2. Agent...
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Amazing feature! Another benefit for the agents could be to use ChatGPT to parse issue description and suggest steps to resolve based on knowledge base articles. Do you have anything like this on a...
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We recently switched from Legacy and faced this too, it brings too issues: Newer replies at the bottom and you have to scroll it down each time. The reply window is always takes part of the screen...
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Hi, Our use-case is same as for the Trudy. Answering also to questions from Amisha: > Are there ever situations where you need to compose a messaging or chat response on internal notes? Would you l...
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Shannon Pesta could you please correct the link to remove Community, the one provided in your post results into 404
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Hi Mary, All of this is in ZenDesk insights reports and is being calculated automatically. Let me know in what metric are you interested in and I'll try to describe :)
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Sorry, but approach you use to create an article is not the way recommended by KCS. KCS teaches to create articles working with tickets in order: not to lose tacit knowledge not to make it as some...
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Knowledge Capture Publishing Workflow
Roles and Responsibilities 1. We do have 3 groups of engineers with corresponding groups in Zendesk: Candidate - newbies, who joined the team just recently and only able to create DRAFT and reuse ...
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Just some part of how QA works in our case: We are following RQI principles to evaluate agents activity in KCS, that includes Link Accuracy, Participation, we also check article across style guide ...
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Daniel, what about detaching articles? Or how do you proceed in this scenario: 1. The agent finds some symptom, but there is no article for this, so he created a new one. 2. Later agent finds addit...