Heather Ausmus

Hi Chika Chima, we're interested in this feature for Zendesk Support. We'd like it to include more than PDFs, such as text files. The vision is that our agents can click the file and view the content without downloading it to their computer and copy and paste information. I'm thinking a window over the ticket where the agent can move and minimize it would be helpful. Let me know if you have any questions. 

Hi Zendesk Guide users, I'm preparing to audit our labels and begin a clean up, so I'm wondering if you have any questions learned or tips on how to approach it. I'm a new Zendesk Guide users, so this will be first time facilitating this. 

I experienced this and opened a ticket based on the comments of this thread, so I wanted to share a workaround shared with me until the issue is resolved. If you move a widget and then move it back to it's original position, it will update the charts when saved. 

Does Zendesk have a benchmark to target for agent engagement? I'm currently using the Consortium “Average % Analyst Link Rate” of 65%, but wondering if there is another/better target for this particular formula (vs. just looking at our historical trends). 

Is there a way to create a report that will provide the linked article rate against all closed tickets during a period, not just linked article tickets? I feel like I'm missing something. 

We're very, very, very interested in this too. It's going to be rather long content audit to update labels on our KB w/o this, while it's going to be hard to track that our team is using labels accurately. Please release this soon!  

I'm also interested in this as we're refreshing our KCS program and I'd like to identify how many articles don't have owners to update as we update verification rules. The Manage articles > Needs verification pages aren't the easiest to use. 

Also, Kimber Wiggs, did you find the solution in the ticket created for your report? I experienced something similar with a report. 

Hey Michael Mader, did you find a solution for this? I'm interested in publishing articles internally by default too. 

I've read, I believe, that labels used on an article template will not carry over to the new article when the template is created. 

One, is that still correct? Two, is there a workaround to have select labels applied, i.e. such as the template name, to the new article? 

I'm trying to reduce the need for our team to remember what labels to apply and create less administrative work to maintain them on all articles. 

I'm seeing this too, so as a workaround, I'm creating a report of Agent Comments per ticket and only counting those that have 2 or less public comments. Not ideal, but it is more accurate. Have you found another workaround? 

I'm also new to Explore, so slowly figuring out how to filter, etc. I'm sure there is likely a better way to approach this compared to what I'm doing.