最近搜索


没有最近搜索

Mary Paez's Avatar

Mary Paez

已加入2021年4月15日

·

最后活动2024年8月19日

Knowledge Manager for Veeva Global Support KCS Certified

关注

0

关注者

3

活动总数

185

投票

39

订阅

15

活动概览

的最新活动 Mary Paez

Mary Paez 进行了评论,

社区评论 Feedback - Ticketing system (Support)

This is a poorly planned feature that should never limit results.  Allowing more filtering options would be beneficial.  But, please extend the results to unlimited and let the agents find what they are looking for

\

查看评论 · 已于 2024年8月19日 编辑 · Mary Paez

0

关注者

1

投票

0

评论


Mary Paez 创建了一个帖子,

帖子 Developer - Zendesk APIs

Need to access the owner and author fields of all our articles thru the API?  How can this be done? We are finding the author value but not the owner.

已于 2023年11月27日 发布 · Mary Paez

1

关注者

3

投票

1

Comment


Mary Paez 进行了评论,

社区评论 Q&A - Reporting and analytics

any update on this question?  We are getting tickets closed with KB are taking longer than tickets without KB. Doesn't seem right.  

 

查看评论 · 已于 2023年6月14日 发布 · Mary Paez

0

关注者

0

投票

0

评论


Mary Paez 进行了评论,

社区评论 Feedback - Reporting and analytics (Explore)

Is there any update on this?  We still are waiting for a way to do this?

查看评论 · 已于 2023年4月18日 发布 · Mary Paez

0

关注者

0

投票

0

评论


Mary Paez 进行了评论,

评论Working with articles in the knowledge base

Did you also check the Managed by Setting as well as Visible to property?

查看评论 · 已于 2023年3月29日 发布 · Mary Paez

0

关注者

1

投票

0

评论


Mary Paez 创建了一个帖子,

帖子 Feedback - Help Center (Guide)

Has this feature been added?  Eg: When you follow an article and the article is republished with changes, all followers will get an email notification letting them know the article is updated

已于 2023年3月27日 发布 · Mary Paez

6

关注者

7

投票

4

评论


Mary Paez 进行了评论,

社区评论 Feedback - Help Center (Guide)

Has this feature been added?  Eg: When you follow an article and the article is republished with changes, all followers will get an email notification letting them know the article is updated

查看评论 · 已于 2023年3月27日 发布 · Mary Paez

0

关注者

0

投票

0

评论


Mary Paez 进行了评论,

社区评论 Q&A - Reporting and analytics

We created two separate reports and used a pivot table. When we do a comparison of linked article tickets and tickets without linked articles, The average resolution time in our report is higher in tickets without KB.  Did we do something wrong?

No = tickets without KB

Yes = tickets with KB

查看评论 · 已于 2023年3月23日 编辑 · Mary Paez

0

关注者

0

投票

0

评论


Mary Paez 创建了一个帖子,

帖子 Q&A - Reporting and analytics

We are comparing tickets with KB and tickets without to see if tickets with KB have a shorter processing time.   But the data does not seem correct. Can you give us an idea how we can do this?

"compare the average resolution time against tickets that had a link and tickets that did not"

the tickets with KB are appearing to take longer that tickets without.   We are not sure why

已于 2023年3月23日 发布 · Mary Paez

0

关注者

3

投票

2

评论


Mary Paez 进行了评论,

社区评论 Feedback - Reporting and analytics (Explore)

We are comparing tickets with KB and tickets without to see if tickets with KB have a shorter processing time.   But the data does not seem correct. Can you give us an idea how we can do this?

"compare the average resolution time against tickets that had a link and tickets that did not"

the tickets with KB are appearing to take longer that tickets without.   We are not sure why

 
 

 

查看评论 · 已于 2023年3月23日 发布 · Mary Paez

0

关注者

0

投票

0

评论