Mary Paez
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Opening a new article via the ZD Knowledge Capture Add Article button
When adding a new article using a template, the article opens and the template is visible. Agents have reported that it is confusing for the article to open using the name of the template. They a...
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Hi Brett, One important metric that we calculate is the Link rate for each support agent by month. The industry standard link rate (for KCS) is 65 - 85%. So, we like agents to see their month...
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Hi Explore team, I noted my suggestions for KB metrics in one of your articles. A piece that has been missing for a long time is the reporting on KB article metrics: Draft & Published article...
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Wow! This was very helpful. Do you think ZD will offer easier ways to do this (rather than rely on a customer to write code to do it)?
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WOW! This was fast and easy! Thank you for this post. It was very helpful. Do you have something similar for exporting a report from the Zendesk Manage articles UI based on applying a filter?
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I have to recommend the same as internal comments on public articles would be helpful to our support staff. And the abiliity to set the review date (expiration date) of an article on an article-b...
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Is there a way to export all the Macros that we have created?
답변함Our team would like to review all macros for responding to customers. Is there a way to export all macros: Title, description, text reply, etc? When will ZD allow export of data from many report...
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This is an issue for us. We update release notes articles on a bi-monthly basis. To get notifications, we have to create a new article in its place, copy everything over from previous releases an...
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Thank you, Jennifer! This is a very helpful feature for maintaining the knowledge base. We now use this (and it makes our job much easier/faster) when transferring article ownership to a new agen...
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The interesting thing is that ZD knows the article in question and the AUTHOR since it appears in the notification email. So, wouldn't it be pretty easy to add this ability?