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Allison Cloyd

Entrou em 17 de nov. de 2023

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Última atividade em 10 de out. de 2024

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Allison Cloyd comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Yes please, this would be a huge benefit to us as well. 

Exibir comentário · Publicado 10 de out. de 2024 · Allison Cloyd

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Allison Cloyd comentou,

ComentárioAdditional ticket channels

Dainne Kiara Lucena-Laxamana is there a way to track pinned articles? We're looking at agent engagement rate and heavily leaning on pinning articles as a method of encouraging agents to use internal knowledge.

Exibir comentário · Publicado 09 de ago. de 2024 · Allison Cloyd

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Allison Cloyd comentou,

ComentárioAdditional ticket channels

Are pinned articles counted in the linked articles metric, or only in the % Agent engagement rate?

Exibir comentário · Publicado 24 de jun. de 2024 · Allison Cloyd

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Allison Cloyd comentou,

ComentárioUsing content publishing flows

FYI for anyone else trying to make this work, there's a bug where the list of users articles can be assigned to for review is not properly reflecting the list of users who have edit access.

In Select a team member, type at least two characters to search for an agent, or select an agent from the drop-down list.

You can only assign the article to an agent who has permission to edit the article. If you select an agent who cannot edit the article, you'll see a message indicating that you cannot assign the article to that user.

If you do not see a list of users, your agent role may not have permission to view all users in the account.

 

In my instance all agents are available to be assigned to review an article (including light agents??). No ETA on a fix.
 

Exibir comentário · Publicado 18 de abr. de 2024 · Allison Cloyd

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Allison Cloyd comentou,

ComentárioTicket management

Is it possible to set whether comments are public or private by role? IE I want support managers to default to an internal comment while agents default to public comments.

Exibir comentário · Publicado 29 de mar. de 2024 · Allison Cloyd

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Allison Cloyd comentou,

Comentário na comunidadeAnnouncements

Interested! :-)

Exibir comentário · Publicado 17 de nov. de 2023 · Allison Cloyd

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