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Brad Marshall

Entrou em 15 de abr. de 2021

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Última atividade em 27 de jul. de 2023

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Brad Marshall comentou,

ComentárioUsing the knowledge base in Help Center

If I move articles from one section to another, will it notify subscribers of the section that I am moving them to that the new articles are available? If it does, is there a way to prevent this? 

We are looking to merge all of our release notes article for various products into one section. However, as we move the hundreds of articles, we do not want to notify everyone about each article individually getting moved.

Exibir comentário · Publicado 27 de jul. de 2023 · Brad Marshall

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ComentárioWeb Widget (Classic) documentation

We only use the Web Widget for public documentation (no call, messaging, form submission). Is there a way for us to disable cookies for the web widget? It is the only cookie remaining on our website that we would prefer removing rather than having to display a consent form.

Exibir comentário · Publicado 10 de mar. de 2022 · Brad Marshall

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Brad Marshall comentou,

ComentárioSetting up Agent Workspace

Is the feature to allow a user to post both an internal and public comment at the same time?

Also, does the Apps panel always open up for you on refresh, even though it has been collapsed?

Exibir comentário · Publicado 19 de mai. de 2021 · Brad Marshall

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Brad Marshall comentou,

ComentárioSetting up Agent Workspace

We default our compose to "internal" so that an agent composes their response, reviews it, and then toggles it to public when it looks good enough to send to the customer. It has saved us from accidentally sending messages to the customer that should have been internal or was not ready to be sent to the customer. At least that is how we used to do it before Agent Workspace.

In Agent Workspace, if you toggle to Public, it resets the form field and you have to start from scratch. Is this a bug or a feature?

Exibir comentário · Publicado 19 de mai. de 2021 · Brad Marshall

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Brad Marshall comentou,

Comentário na comunidade Q&A - Reporting and analytics

I similarly would really want something like this. Insights had the capability to choose a time window of when tickets were created and it would dynamically compare it to the previous period. This was a huge time saver that makes me really sad to see Insights going away.

Here is what Insights would do. You select the time range and it would show the percentage change from the previous period. In this case, it would compare December 2020 with November 2020.

Exibir comentário · Publicado 25 de jan. de 2021 · Brad Marshall

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Brad Marshall comentou,

Comentário na comunidade Feedback - Help Center (Guide)

We would also love to see templates for articles. For example, we have "service disruption" and "release notes" articles that always follow the same layout and sections. Currently, we have to open a previously created article, copy the HTML, and the past it into the new article. Would be great to be able to create a draft article that we can then copy for every new article that we need to create.

Exibir comentário · Publicado 01 de out. de 2018 · Brad Marshall

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Brad Marshall comentou,

Comentário na comunidade Discussion - Tips and best practices from the community

Thank you, Josh! I don't know if you could help out here, but I posted this a little while ago and no one has provided any feedback. See How to alert agents when a ticket's customer satisfaction is changed from bad to good?

Appreciate your help!

Exibir comentário · Publicado 12 de dez. de 2017 · Brad Marshall

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Brad Marshall comentou,

Comentário na comunidade Discussion - Tips and best practices from the community

Hey Jessie and Zendesk:

Are users still required to be authenticated to change their rating? Can they still not do it directly from an email?

I ask because the most recent comment in this tip was from June 08, 2016, stating that users were still required. However, the linked conversation has a user, Max K., adamantly stating this was not a requirement as of January 27, 2016.

Would appreciate some clarification. Thank you!

Exibir comentário · Publicado 04 de dez. de 2017 · Brad Marshall

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Brad Marshall comentou,

Comentário na comunidade Discussion - Tips and best practices from the community

It was suggested that I share some work that I had worked on to allow for a label to be displayed and searched for. Below doesn't include all of the CSS, but shows what is possible with some JS.

The goals are:

  • Allow a user to see related terms
  • Allow a user to easily search by one or more labels
  • Allow the user to add their own text to the label search

So, this is how it looks and functions to a user.

Here is a snippet of my html.

{{#if article.labels}}

{{#each article.labels}}

{{identifier}}


{{/each}}

{{/if}}

NOTE: I am using Material Design Lite.

Here is the snippet of my JS used to populate the search field with value of the label.

$(".labels .mdl-chip.search-enabled").on("click", function(e) {
if ($("form[role=search] input[type=search]").val() === "") {
$("form[role=search] input[type=search]").val($(this).find(".mdl-chip__text").text());
} else {
$("form[role=search] input[type=search]").val($("form[role=search] input[type=search]").val() + " " + $(this).find(".mdl-chip__text").text());
};
});

 

 

 

 

Exibir comentário · Publicado 12 de abr. de 2017 · Brad Marshall

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