Mary Paez
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내가 팔로우하는 사용자 수2명
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나를 팔로우하는 사용자 수6명
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투표 수60
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수신 설정 수241
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Thank you.
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How to report the ticket deflections using Rapid Resolve?
Does anyone know how to get an Explore report to measure the Rapid Resolve ticket deflections?
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KCS I agents are unable to verify their own articles
On our system, we have added a default 6-month expiration date for all published articles. The problem is that KCS I agents cannot edit their articles to be sure they are relevant and accurate. I...
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Can an article verification email be changed to a ticket notification?
Currently, when an agent has articles that reached their expiry date (article verification date), they are sent an email notifying them that there is a list of articles that need to be verified. ...
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Feedback on "Zendesk Best Practices for KCS with Guide" Webinar
Hi, I wanted to provide feedback on the webinar that addresses KCS: The magnifying glass symbol is a bit confusing to point to the Knowledge Capture app from a ticket. You may want to rethink thi...
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Need to improve community post refresh
We had Zendesk Prof Services update our Product Support Communities. However, we are getting alot of feedback that the performance is not good. How can we improve the refresh performance of the co...
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Can we copy and paste an article template into an article?
Sometimes (as an admin), I have to create a series of webinar articles with the same classification settings and article body format. I don't want to go thru the Knowledge Capture app. I am not a...
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Getting a list of Draft and Published articles per agent per month
As of today, I cannot get a list of Draft articles per agent per month. This is important to do so we can get the list and get these articles published or archived (if they won't be published). Ca...
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What we did to solve the agent region issue is that we can get a report by Manager. We added a Manager field to the agent profile. A <manager_name> tag is added to the profile so that we can use ...
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To get the rate per agent, do I use the User role = agent? Seems I get alot of 100% linking rate values for the agents. I don't think it should be that high. What could be the issue? Also, if I...