Anton Maslov

1. Comunidade
2. Zendesk Suite Q&A
3. Turned off Community in settings - still shows up in Help Center

Shannon Pesta could you please correct the link to remove Community, the one provided in your post results into 404

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• Anton Maslov
• Criado 6 de dezembro de 2022 22:37
• 0 voto

1. Comunidade
2. Feedback - Help Center (Guide)
3. Improvements to Rapid Resolve

First, one bag is really dangerous, we had cases when an agent accidentally clicked and ticket got solved while it is not.

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• Anton Maslov
• Criado 16 de agosto de 2019 21:19
• 2 votos

1. Comunidade
2. Zendesk on Suite best practices
3. Knowledge Manager Roundtable: How do you measure self-service activity and knowledge base usefulness?

Hi Rob, in our case, we automatically create tickets for chats and calls, what is kind of similar to your approach. Also "start chat" button is on Zendesk HC page, so basically in Google Analytics,...

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• Anton Maslov
• Criado 14 de fevereiro de 2018 18:46
• 0 voto

1. Comunidade
2. Zendesk on Suite best practices
3. Knowledge Manager Roundtable: How do you create knowledge base content?

Hi Mary, I'm afraid I cannot help with CTR, we do not use Answer Bot.

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• Anton Maslov
• Criado 28 de novembro de 2017 17:35
• 0 voto

1. Comunidade
2. Zendesk on Suite best practices
3. Knowledge Manager Roundtable: How do you create knowledge base content?

Hi Mary, All of this is in ZenDesk insights reports and is being calculated automatically. Let me know in what metric are you interested in and I'll try to describe :)

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• Anton Maslov
• Criado 27 de novembro de 2017 19:58
• 0 voto

1. Comunidade
2. Zendesk on Suite best practices
3. Zendesk on Zendesk: How we use the Knowledge Capture app

Sorry, but approach you use to create an article is not the way recommended by KCS. KCS teaches to create articles working with tickets in order: not to lose tacit knowledge not to make it as some...

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• Anton Maslov
• Criado 3 de outubro de 2017 16:34
• 0 voto

1. Comunidade
2. Tips from users - Zendesk Suite
3. Creating, Flagging, and Publishing with Knowledge Capture Oh My!

Just some part of how QA works in our case: We are following RQI principles to evaluate agents activity in KCS, that includes Link Accuracy, Participation, we also check article across style guide ...

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• Anton Maslov
• Criado 15 de agosto de 2017 03:33
• 0 voto

1. Comunidade
2. Tips from users - Zendesk Suite
3. Creating, Flagging, and Publishing with Knowledge Capture Oh My!

Daniel, what about detaching articles? Or how do you proceed in this scenario: 1. The agent finds some symptom, but there is no article for this, so he created a new one. 2. Later agent finds addit...

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• Anton Maslov
• Criado 15 de agosto de 2017 02:54
• 0 voto

1. Comunidade
2. Tips from users - Zendesk Suite
3. Request feedback after negative article vote

Hi, It would be great to have a hint for those who have no "multiple forms" feature.  Is that possible to put this as a comment, or send by email?

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• Anton Maslov
• Criado 5 de junho de 2017 12:34
• 0 voto