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Gwyn Mabo

已加入2021年5月13日

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最后活动2024年3月12日

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Gwyn Mabo 进行了评论,

社区评论 Feedback - Help Center (Guide)

We have the exact same use case as the comment above.

查看评论 · 已于 2024年3月12日 发布 · Gwyn Mabo

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评论Using themes and customizing your Help Center

We noticed an issue with this documentation. It should work a lot better if you replace this: 


                         
                     
with this, or other code that actually works:

查看评论 · 已于 2024年1月16日 发布 · Gwyn Mabo

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社区评论 Feedback - Reporting and analytics (Explore)

Agree this would be really helpful!

查看评论 · 已于 2023年11月10日 发布 · Gwyn Mabo

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Gwyn Mabo 创建了一个帖子,

帖子 Q&A - Help center and community

We have a number of articles that show in the suggested search, but when you do a proper search, they're not there.

This has caused a big inaccurate spike in our analysis for 'searches with no results'. It is also driving contact to our Support Team because our users aren't able to self serve on these topics.

Has anyone had this same issue or knows of a workaround?

已于 2023年11月10日 发布 · Gwyn Mabo

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Gwyn Mabo 进行了评论,

社区评论 Feedback - Help Center (Guide)

Agree! This makes no sense that agents can own articles but not go to the place to keep them up to date. I'd ideally lie agents to be able to access the list of articles to be verified.

查看评论 · 已于 2023年10月24日 发布 · Gwyn Mabo

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Gwyn Mabo 进行了评论,

评论Using legacy AI agent functionality

Hi Lisa, thanks and yes we have! No matter how good the training phrases are, if the end user types something in, it puts them into a random unrelated flow. Zendesk have acknowledged that there's something going wrong, but haven't fixed it yet.

查看评论 · 已于 2023年9月11日 发布 · Gwyn Mabo

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Gwyn Mabo 进行了评论,

评论Using legacy AI agent functionality

We have the exact same issue Jeremy

We've raised with our account manager, but in the meantime it means we aren't able to switch this feature on!

查看评论 · 已于 2023年8月10日 发布 · Gwyn Mabo

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Gwyn Mabo 进行了评论,

评论Working with articles in the knowledge base

I would also like to be able to customise content cues, such as by excluding certain ticket types. For example, our Help Centre only documents expected functionality (not bugs) so we would like to be able to exclude bug tickets from contributing to our cues.

查看评论 · 已于 2023年6月23日 发布 · Gwyn Mabo

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评论Using help center search

We have checked our Help Centre and semantic search is not yet enabled. Will we receive an update to let us know when it is? Are there any time scales you can supply for when this will be enabled for all accounts?

查看评论 · 已于 2023年5月23日 发布 · Gwyn Mabo

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Gwyn Mabo 进行了评论,

社区评论 Feedback - Help Center (Guide)

Hi Ryan, appreciate the recommendation!

However, this isn't an effective strategy for our company.

We did previously use this strategy, but found that customers weren't easily able to find the most recent update. It also meant our article numbers were inflated throughout the year then needed to be archived in bulk.

We moved to a 'one article' strategy to allow us to link right to the Change Log from our Help Centre homepage, and so customers could bookmark the article.

查看评论 · 已于 2023年5月17日 发布 · Gwyn Mabo

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