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Jay Lee

가입한 날짜: 2021년 4월 15일

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마지막 활동: 2025년 1월 10일

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커뮤니티 댓글 Feedback - Ticketing system (Support)

+1 

댓글 보기 · 2025년 1월 10일에 게시됨 · Jay Lee

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커뮤니티 댓글 Feedback - Ticketing system (Support)

Same issue. Would like to know if there is a way to resolve this issue. 

댓글 보기 · 2025년 1월 09일에 게시됨 · Jay Lee

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댓글Setting up Agent Workspace

Is there any way to increase the number of search results displayed by the Knowledge Panel?  Currently there are 3 results shown as “Suggested content” and then 10 results after I input a search query. Can the number of either of these be increased?

댓글 보기 · 2024년 11월 22일에 게시됨 · Jay Lee

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커뮤니티 댓글Zendesk EAP - Article Multiplacement

Hi Katarzyna.  Sure.  Here are steps to reproduce:

 

1. Create a new Knowledge Article Template by creating a draft in Zendesk Guide and adding the “KCTemplate” label

2. In the article draft, set the Section as “Knowledge Base” (or any existing section 

3. Save

4. Go to a Zendesk Ticket > Knowledge app > Click “+” to create new knowledge article

5. Select the new Template you just created

 

Expected Result: The draft will have the “Knowledge Base” Section pre-selected (this is how it previously behaved before activating multiplacement)

 

Actual Result: No Section is pre-selected 

댓글 보기 · 2024년 10월 10일에 편집됨 · Jay Lee

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커뮤니티 댓글Zendesk EAP - Article Multiplacement

We employ some “new article templates” for creating articles. There is a designated “section” for the articles to be organized into that is set by the template. Since enabling multiplacement, the designated section for the template does not work, and a section has to be manually selected. Is this expected behavior?

댓글 보기 · 2024년 10월 08일에 게시됨 · Jay Lee

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댓글Working with articles in the knowledge base

So giving permission to agents to edit/create content block is not granular to specific agents, but all agents can or all agents cannot be allowed to edit content blocks. Is that correct?

댓글 보기 · 2023년 9월 08일에 게시됨 · Jay Lee

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댓글Working with articles in the knowledge base

UPDATED:

I resolved this issue by using

instead.  So, this gets around the issue (most likely Zendesk's "unsafe content" filtering):

warning text here

*****************************

I am trying to create a content block for a disclaimer we often put on articles. As part of the disclaimer text, I'm trying to use this HTML code:

However, after I save the content block, I find that this HTML code isn't saved and replaced with

.  And actually this seems to be the case with other HTML codes I try to save into a Content Block.

Is this a known issue? I know there's a similar issue with dynamic content.  Please let me know if this is a known issue or if I'm doing something wrong, or if there is a workaround.  Thanks

댓글 보기 · 2023년 8월 02일에 편집됨 · Jay Lee

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게시물 Feedback - Ticketing system (Support)

Our agents have requested over and over again the ability to make some edits on closed tickets.  In particular, some of the metadata fields.  Sometimes actions happen that might cause tickets to fall out of agents active tickets queue so they don't realize it is approaching 28 day autoclose window, or an organization is no longer part of our service and tickets get bulk closed before we've had a chance to change certain fields appropriately.  

It would be nice to have some ability to change things on a closed ticket

Thanks

2019년 9월 06일에 게시됨 · Jay Lee

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커뮤니티 댓글 Feedback - Help Center (Guide)

I also support all of the suggestions in this thread.  

댓글 보기 · 2019년 6월 27일에 게시됨 · Jay Lee

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