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Rebeca

Entrou em 06 de mai. de 2022

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Última atividade em 24 de out. de 2024

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Atividade mais recente por Rebeca

Rebeca comentou,

ComentárioSupporting multiple languages in Help Center

Is there a native way for the system to show when a translation is outdated? 

Just as it works with dynamic content when you change the default language.

Exibir comentário · Publicado 24 de out. de 2024 · Rebeca

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Rebeca criou uma publicação,

Publicação Discussion - Tips and best practices from the community

We want to be able to pin internal guides to the agent workspace to be permanently displayed for agents to follow when handling tickets, regardless of what the user's issue is, for example, best practices or escalation paths.

 

Has anyone done something similar? Thanks :) 

Publicado 21 de out. de 2024 · Rebeca

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Rebeca criou uma publicação,

Publicação Q&A - Help center and community

Hello Community!

 

We want to improve the way our internal help center is structured to make it easier for agents to find and use the content available.

 

I am curious to learn from others what kind of approach is being used and what good practices/tips you can share.

 

Looking forward to hearing from you! 

Publicado 25 de set. de 2024 · Rebeca

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Rebeca comentou,

Comentário na comunidade Q&A - AI and automation

Hi! Has anyone tried ChatGPT for Help Center articles translations? I would be interested in knowing more about that.

Exibir comentário · Publicado 14 de ago. de 2024 · Rebeca

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Rebeca comentou,

Comentário na comunidade Feedback - Help Center (Guide)

Just wondering if there's any update on this one, as it was highlighted today by someone in the company. Thanks!

Exibir comentário · Publicado 11 de mar. de 2024 · Rebeca

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Rebeca comentou,

ComentárioGetting started with Guide

Hi David,

Thanks for your response. However, I'm having issues finding the information you mentioned.

I have to go to Explore-->Zendesk Guide dashboard-->Search tab-->then I see Searches, searches with no results, Avg click-through rate, and tickets created; but I don't have the option to click on it to get more details.

Please let me know if there's something I'm doing incorrectly. Thank you!

Exibir comentário · Publicado 23 de jan. de 2024 · Rebeca

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Rebeca comentou,

ComentárioGetting started with Guide

Hello!

How can I drill down into the details of tickets created under the Search dashboard?

I appreciate the guidance :) 

Exibir comentário · Publicado 22 de jan. de 2024 · Rebeca

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Rebeca comentou,

Comentário na comunidade Discussion - Success with Zendesk

Hi Brandon, thanks for the suggestions.

I gave it a try with content blocks, but it was an immediate no-go for me; unfortunately, when using content blocks, any formatting is removed, and I work with a lot of HTML formatting within the articles.

For now, I think the best option is to create a "general" section and then other sections for the more specific content.

Exibir comentário · Publicado 18 de jan. de 2024 · Rebeca

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Rebeca criou uma publicação,

Publicação Discussion - Success with Zendesk

Hi Community,

I know multi-placement for articles is not possible at the moment, so I wanted to see what other users are doing.

I'm creating content for a new feature that has some feature-specific content, but another part of the content is the same as the previous version, so in this case, the multi-placement would be very helpful.

I don't believe simply duplicating the content would be the best option, but I would like to hear from you what you have done in this kind of case.

Thanks! :) 

 

Publicado 16 de jan. de 2024 · Rebeca

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Rebeca comentou,

ComentárioWorking with articles in the knowledge base

This is really cool!

I can see the option is activated in our Admin Center and on the agent workspace, however, I don't see it in Guide. Anything I should check or consider to have this enabled when working on the articles?

Thanks 

Exibir comentário · Publicado 08 de nov. de 2023 · Rebeca

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