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Paulina Adams

가입한 날짜: 2021년 11월 23일

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마지막 활동: 2023년 2월 21일

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커뮤니티 댓글 Feedback - Ticketing system (Support)

This is a problem for our company as well. Being unable to report on deleted values is causing issues in our historical data and is immature behavior for a product like Zendesk to be honest. I hope we can have this functionality soon. 

The use case above is well written out by the way. Thank you for that.

댓글 보기 · 2022년 5월 10일에 편집됨 · Paulina Adams

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커뮤니티 댓글 Feedback - Ticketing system (Support)

Any update on the delivery of this capability? Spring 2022? Summer? Fall?

댓글 보기 · 2022년 4월 19일에 게시됨 · Paulina Adams

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게시물 Q&A - Reporting and analytics

In Help Center, when customers create a new ticket, they will get knowledge article suggestions based on the ticket subject. If the customer decides to use a knowledge article instead of submitting the ticket (in other words, they abandon the submission form and never click submit), we consider that ticket deflected. 

How do we measure this in Explore?

Can you share how you measure the success of your knowledge base? We understand the basics of views/tickets or self-service score = Total users of your help center(s) / Total users in tickets but we are looking for more substantial evidence of actually deflecting tickets. 

2022년 3월 10일에 게시됨 · Paulina Adams

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댓글What's new in Zendesk

We all of the sudden have an "Assign" option under every comment made on a ticket by an agent. There is no note here nor in the release notes. We are not charmed by this new option and want to remove it. 

댓글 보기 · 2021년 11월 23일에 게시됨 · Paulina Adams

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