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Jay Lee

已加入2021年4月15日

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最后活动2025年1月10日

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的最新活动 Jay Lee

Jay Lee 进行了评论,

社区评论 Feedback - Ticketing system (Support)

+1 

查看评论 · 已于 2025年1月10日 发布 · Jay Lee

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Jay Lee 进行了评论,

社区评论 Feedback - Ticketing system (Support)

Same issue. Would like to know if there is a way to resolve this issue. 

查看评论 · 已于 2025年1月09日 发布 · Jay Lee

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评论Setting up Agent Workspace

Is there any way to increase the number of search results displayed by the Knowledge Panel?  Currently there are 3 results shown as “Suggested content” and then 10 results after I input a search query. Can the number of either of these be increased?

查看评论 · 已于 2024年11月22日 发布 · Jay Lee

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Jay Lee 进行了评论,

社区评论Zendesk EAP - Article Multiplacement

Hi Katarzyna.  Sure.  Here are steps to reproduce:

 

1. Create a new Knowledge Article Template by creating a draft in Zendesk Guide and adding the “KCTemplate” label

2. In the article draft, set the Section as “Knowledge Base” (or any existing section 

3. Save

4. Go to a Zendesk Ticket > Knowledge app > Click “+” to create new knowledge article

5. Select the new Template you just created

 

Expected Result: The draft will have the “Knowledge Base” Section pre-selected (this is how it previously behaved before activating multiplacement)

 

Actual Result: No Section is pre-selected 

查看评论 · 已于 2024年10月10日 编辑 · Jay Lee

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Jay Lee 进行了评论,

社区评论Zendesk EAP - Article Multiplacement

We employ some “new article templates” for creating articles. There is a designated “section” for the articles to be organized into that is set by the template. Since enabling multiplacement, the designated section for the template does not work, and a section has to be manually selected. Is this expected behavior?

查看评论 · 已于 2024年10月08日 发布 · Jay Lee

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Jay Lee 进行了评论,

评论Working with articles in the knowledge base

So giving permission to agents to edit/create content block is not granular to specific agents, but all agents can or all agents cannot be allowed to edit content blocks. Is that correct?

查看评论 · 已于 2023年9月08日 发布 · Jay Lee

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评论Working with articles in the knowledge base

UPDATED:

I resolved this issue by using

instead.  So, this gets around the issue (most likely Zendesk's "unsafe content" filtering):

warning text here

*****************************

I am trying to create a content block for a disclaimer we often put on articles. As part of the disclaimer text, I'm trying to use this HTML code:

However, after I save the content block, I find that this HTML code isn't saved and replaced with

.  And actually this seems to be the case with other HTML codes I try to save into a Content Block.

Is this a known issue? I know there's a similar issue with dynamic content.  Please let me know if this is a known issue or if I'm doing something wrong, or if there is a workaround.  Thanks

查看评论 · 已于 2023年8月02日 编辑 · Jay Lee

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Jay Lee 创建了一个帖子,

帖子 Feedback - Ticketing system (Support)

Our agents have requested over and over again the ability to make some edits on closed tickets.  In particular, some of the metadata fields.  Sometimes actions happen that might cause tickets to fall out of agents active tickets queue so they don't realize it is approaching 28 day autoclose window, or an organization is no longer part of our service and tickets get bulk closed before we've had a chance to change certain fields appropriately.  

It would be nice to have some ability to change things on a closed ticket

Thanks

已于 2019年9月06日 发布 · Jay Lee

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Jay Lee 进行了评论,

社区评论 Feedback - Help Center (Guide)

I also support all of the suggestions in this thread.  

查看评论 · 已于 2019年6月27日 发布 · Jay Lee

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