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Mary Paez

Entrou em 15 de abr. de 2021

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Última atividade em 19 de ago. de 2024

Knowledge Manager for Veeva Global Support KCS Certified

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Mary Paez comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

This is a poorly planned feature that should never limit results.  Allowing more filtering options would be beneficial.  But, please extend the results to unlimited and let the agents find what they are looking for

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Exibir comentário · Editado 19 de ago. de 2024 · Mary Paez

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Mary Paez criou uma publicação,

Publicação Developer - Zendesk APIs

Need to access the owner and author fields of all our articles thru the API?  How can this be done? We are finding the author value but not the owner.

Publicado 27 de nov. de 2023 · Mary Paez

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Mary Paez comentou,

Comentário na comunidade Q&A - Reporting and analytics

any update on this question?  We are getting tickets closed with KB are taking longer than tickets without KB. Doesn't seem right.  

 

Exibir comentário · Publicado 14 de jun. de 2023 · Mary Paez

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Mary Paez comentou,

Comentário na comunidade Feedback - Reporting and analytics (Explore)

Is there any update on this?  We still are waiting for a way to do this?

Exibir comentário · Publicado 18 de abr. de 2023 · Mary Paez

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Mary Paez comentou,

ComentárioWorking with articles in the knowledge base

Did you also check the Managed by Setting as well as Visible to property?

Exibir comentário · Publicado 29 de mar. de 2023 · Mary Paez

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Mary Paez criou uma publicação,

Publicação Feedback - Help Center (Guide)

Has this feature been added?  Eg: When you follow an article and the article is republished with changes, all followers will get an email notification letting them know the article is updated

Publicado 27 de mar. de 2023 · Mary Paez

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Mary Paez comentou,

Comentário na comunidade Feedback - Help Center (Guide)

Has this feature been added?  Eg: When you follow an article and the article is republished with changes, all followers will get an email notification letting them know the article is updated

Exibir comentário · Publicado 27 de mar. de 2023 · Mary Paez

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Mary Paez comentou,

Comentário na comunidade Q&A - Reporting and analytics

We created two separate reports and used a pivot table. When we do a comparison of linked article tickets and tickets without linked articles, The average resolution time in our report is higher in tickets without KB.  Did we do something wrong?

No = tickets without KB

Yes = tickets with KB

Exibir comentário · Editado 23 de mar. de 2023 · Mary Paez

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Mary Paez criou uma publicação,

Publicação Q&A - Reporting and analytics

We are comparing tickets with KB and tickets without to see if tickets with KB have a shorter processing time.   But the data does not seem correct. Can you give us an idea how we can do this?

"compare the average resolution time against tickets that had a link and tickets that did not"

the tickets with KB are appearing to take longer that tickets without.   We are not sure why

Publicado 23 de mar. de 2023 · Mary Paez

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Mary Paez comentou,

Comentário na comunidade Feedback - Reporting and analytics (Explore)

We are comparing tickets with KB and tickets without to see if tickets with KB have a shorter processing time.   But the data does not seem correct. Can you give us an idea how we can do this?

"compare the average resolution time against tickets that had a link and tickets that did not"

the tickets with KB are appearing to take longer that tickets without.   We are not sure why

 
 

 

Exibir comentário · Publicado 23 de mar. de 2023 · Mary Paez

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