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Gwyn Mabo

가입한 날짜: 2021년 5월 13일

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마지막 활동: 2024년 3월 12일

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커뮤니티 댓글 Feedback - Help Center (Guide)

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

댓글 보기 · 2024년 3월 12일에 게시됨 · Gwyn Mabo

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댓글Using 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:

댓글 보기 · 2024년 1월 16일에 게시됨 · Gwyn Mabo

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커뮤니티 댓글 Feedback - Reporting and analytics (Explore)

Agree this would be really helpful!

댓글 보기 · 2023년 11월 10일에 게시됨 · Gwyn Mabo

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게시물 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?

2023년 11월 10일에 게시됨 · Gwyn Mabo

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커뮤니티 댓글 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.

댓글 보기 · 2023년 10월 24일에 게시됨 · Gwyn Mabo

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댓글Using 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.

댓글 보기 · 2023년 9월 11일에 게시됨 · Gwyn Mabo

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댓글Using 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!

댓글 보기 · 2023년 8월 10일에 게시됨 · Gwyn Mabo

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댓글Working 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.

댓글 보기 · 2023년 6월 23일에 게시됨 · Gwyn Mabo

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댓글Using 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?

댓글 보기 · 2023년 5월 23일에 게시됨 · Gwyn Mabo

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커뮤니티 댓글 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.

댓글 보기 · 2023년 5월 17일에 게시됨 · Gwyn Mabo

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