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Erin Daniels

Entrou em 13 de dez. de 2021

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Última atividade em 13 de jun. de 2024

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Erin Daniels comentou,

Comentário na comunidade Feedback - Help Center (Guide)

Hi Zendesk,
+1 to prioritizing the "follow article" feature!

In places like this forum, it make sense to tie notifications to new comments, since updates are communicated through comments. But in a help center context, it's more useful when notifications are triggered by article updates.

The workaround of "follow a section > unpublish an article in that section > edit the article > republish the article > section followers updated" would technically produce some of the result we're looking for, but it's quite a clunky process. It'd make things more difficult for our busy content writers, and followers would also be notified about other articles in that section that are irrelevant to them.

Seems like this feature almost got prioritized back in Q4 2022. We'd love to see it revisited in 2024. Thanks!

Exibir comentário · Publicado 10 de dez. de 2023 · Erin Daniels

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Erin Daniels comentou,

Comentário na comunidade Feedback - Reporting and analytics (Explore)

Adding a vote here for improving the word cloud feature.

Currently ticket subjects need to match exactly in order to be counted, which is not helpful when our many agents have varied ways of documenting the same topic (e.g. "COVID-19 question" vs "COVID-19 request"). 

Expanding this to the ticket body would also be very nice. We have a use case for identifying common words in the first comment of a ticket, or the second comment, third, etc.

Please consider adding this to your roadmap. Thank you!

Exibir comentário · Publicado 01 de out. de 2022 · Erin Daniels

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Erin Daniels comentou,

Comentário na comunidade Feedback - Help Center (Guide)

Hi Zendesk team,

+1 to the need for this expanded article feedback feature.  With just the down vote data, we are left wondering why a page was not helpful to users.  We'd love to see a built-in option to collect feedback on unhelpful articles similar to what Slack and others have set up.

Is this item on the roadmap for the Zendesk product team?

Exibir comentário · Publicado 09 de fev. de 2022 · Erin Daniels

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Erin Daniels comentou,

Comentário na comunidade Feedback - Help Center (Guide)

Hi all,

I'd like to add another vote for creating granular options for customizing Guide admin/manager roles and permissions.

Our help center is managed by two teams: one oversees the internal knowledge base, and the other handles the public help center.  We'd like to make members of each team admins over their respective content, which we have divided into distinct categories.  Ideally the internal team could not edit, move, or publish articles in the public categories and vice versa.

It would be nice to have the option to give an agent admin rights, but then be able to select which categories and/or sections the admin rights apply to.  In addition, I agree with the points made above that customizable roles would be very useful. We'd love to see this type of update on Zendesk's roadmap. Thank you!

Exibir comentário · Publicado 31 de jan. de 2022 · Erin Daniels

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Erin Daniels comentou,

ComentárioSetting Guide roles and permissions

Hello Zendesk,

Is there a way to make some of our agents admins over only certain categories in our help center? 

We have some team members who oversee our internal articles and others who oversee our external articles.  We are exploring ways to ensure internal agents don't edit or publish external articles without limiting their admin permissions for the internal help center.

Thank you!

Exibir comentário · Publicado 18 de jan. de 2022 · Erin Daniels

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Erin Daniels comentou,

ComentárioUsing content publishing flows

Hello Zendesk,

Is there a way to disable the email notification when an article needs to be verified? The "owner" of our articles is a user segment that includes the entire knowledge team, and we'd like to avoid a massive influx of emails if possible. Thank you!

Exibir comentário · Publicado 13 de dez. de 2021 · Erin Daniels

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