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Kelsey Davis

已加入2021年4月15日

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最后活动2024年9月26日

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Kelsey Davis 进行了评论,

评论Ticket customization

Hello - Why is the Notes Field an option but the Details Field not? I have been using an app for a long time due to the Essentials Card not having this field and now with this new functionality it appears to still not be included? Thank you

查看评论 · 已于 2024年8月22日 发布 · Kelsey Davis

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评论Setting up Zendesk Guide

Thank you - can you perhaps provide some advice then on how to handle the below scenario?

We have an online site with a web app - our customers have a login and profile for that. I need to add SSO so they can log in there and also be logged in to Zendesk for Guide and Gather. However they need to be able to have the option to not display their name and therefore use an Alias - how do you advise making this work?

Thanks so much!

查看评论 · 已于 2023年2月23日 发布 · Kelsey Davis

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评论Reporting and analytics for help center

Is there a way to see the performance of an individual article? Perhaps you want to monitor the improvement of a particular article over time to see if the changes you're making are working. I'd like to filter by or search for a specific article - is this possible?

Otherwise would it people possible to see this on the article itself at all via the backend perhaps (kind of displayed like how content cues state views over last 60 days etc on the right hand panel).

查看评论 · 已于 2023年1月20日 发布 · Kelsey Davis

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评论Building reports

Hi - in Team Publishing, I think mine is showing under Articles created (filtered by agent name) seems to actually be the author. But I created the article and set the author to be another agent. So creation and author are different. I want to be able to see how often this happens and also not have the created number under the other agent (the author) counted there.

Please can you clarify or confirm/deny.

Thanks

查看评论 · 已于 2023年1月18日 发布 · Kelsey Davis

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Kelsey Davis 进行了评论,

评论Setting up Zendesk Guide

Thanks Clifford - I don't think this answers my question, I would need my customers to be able to edit/set up their own Alias. Since we are allowing it, can they still do so even though they can't edit other parts? Thanks

查看评论 · 已于 2023年1月06日 发布 · Kelsey Davis

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评论Managing Talk

Hi is call duration time affected by what you choose to record (eg after transfer as well). Thanks

查看评论 · 已于 2023年1月06日 发布 · Kelsey Davis

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评论Working with articles in the knowledge base

Thanks for this, where would I see low or high usage of the content tags?

 

And also to add on to Mary Paez question about the limit of tags and your response Kasper Sorensen

  1. Up to 200 tags on your account, and up to 25 tags on a single piece of content (more about our limits here)

Is this the case if we have multibrand? Is it 200 per brand then? I will need much more than 200.

查看评论 · 已于 2023年1月04日 编辑 · Kelsey Davis

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评论Views, ticket status, and ticket fields

Thanks @... - I mainly am asking if and how to do this so I can have a task on a problem or incident ticket - I guess I need both the default type field and the custom one. But can the custom one still have incident and then allow a ticket to be attached to  problem?

查看评论 · 已于 2022年10月25日 发布 · Kelsey Davis

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社区评论 Feedback - Ticketing system (Support)

Hi - we very much need the option to set tasks for Incidents and Problems, please separate these out so both can be used. 

查看评论 · 已于 2022年10月21日 发布 · Kelsey Davis

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Kelsey Davis 进行了评论,

评论Views, ticket status, and ticket fields

I need incidents and problems to also be able to have tasks, is this possible to use custom fields and still get all the usual standard functionality of the native ticket field?

查看评论 · 已于 2022年10月21日 发布 · Kelsey Davis

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