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Gwyn Mabo

Entrou em 13 de mai. de 2021

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Última atividade em 12 de mar. de 2024

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Gwyn Mabo comentou,

Comentário na comunidade Feedback - Help Center (Guide)

We have the exact same use case as the comment above.

Exibir comentário · Publicado 12 de mar. de 2024 · Gwyn Mabo

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Gwyn Mabo comentou,

ComentárioUsing themes and customizing your Help Center

We noticed an issue with this documentation. It should work a lot better if you replace this: 


                         
                     
with this, or other code that actually works:

Exibir comentário · Publicado 16 de jan. de 2024 · Gwyn Mabo

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Gwyn Mabo comentou,

Comentário na comunidade Feedback - Reporting and analytics (Explore)

Agree this would be really helpful!

Exibir comentário · Publicado 10 de nov. de 2023 · Gwyn Mabo

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Gwyn Mabo criou uma publicação,

Publicação Q&A - Help center and community

We have a number of articles that show in the suggested search, but when you do a proper search, they're not there.

This has caused a big inaccurate spike in our analysis for 'searches with no results'. It is also driving contact to our Support Team because our users aren't able to self serve on these topics.

Has anyone had this same issue or knows of a workaround?

Publicado 10 de nov. de 2023 · Gwyn Mabo

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Gwyn Mabo comentou,

Comentário na comunidade Feedback - Help Center (Guide)

Agree! This makes no sense that agents can own articles but not go to the place to keep them up to date. I'd ideally lie agents to be able to access the list of articles to be verified.

Exibir comentário · Publicado 24 de out. de 2023 · Gwyn Mabo

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Gwyn Mabo comentou,

ComentárioUsing legacy AI agent functionality

Hi Lisa, thanks and yes we have! No matter how good the training phrases are, if the end user types something in, it puts them into a random unrelated flow. Zendesk have acknowledged that there's something going wrong, but haven't fixed it yet.

Exibir comentário · Publicado 11 de set. de 2023 · Gwyn Mabo

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Gwyn Mabo comentou,

ComentárioUsing legacy AI agent functionality

We have the exact same issue Jeremy

We've raised with our account manager, but in the meantime it means we aren't able to switch this feature on!

Exibir comentário · Publicado 10 de ago. de 2023 · Gwyn Mabo

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Gwyn Mabo comentou,

ComentárioWorking with articles in the knowledge base

I would also like to be able to customise content cues, such as by excluding certain ticket types. For example, our Help Centre only documents expected functionality (not bugs) so we would like to be able to exclude bug tickets from contributing to our cues.

Exibir comentário · Publicado 23 de jun. de 2023 · Gwyn Mabo

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Gwyn Mabo comentou,

ComentárioUsing help center search

We have checked our Help Centre and semantic search is not yet enabled. Will we receive an update to let us know when it is? Are there any time scales you can supply for when this will be enabled for all accounts?

Exibir comentário · Publicado 23 de mai. de 2023 · Gwyn Mabo

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Gwyn Mabo comentou,

Comentário na comunidade Feedback - Help Center (Guide)

Hi Ryan, appreciate the recommendation!

However, this isn't an effective strategy for our company.

We did previously use this strategy, but found that customers weren't easily able to find the most recent update. It also meant our article numbers were inflated throughout the year then needed to be archived in bulk.

We moved to a 'one article' strategy to allow us to link right to the Change Log from our Help Centre homepage, and so customers could bookmark the article.

Exibir comentário · Publicado 17 de mai. de 2023 · Gwyn Mabo

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