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Rebeca

已加入2022年5月06日

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最后活动2024年10月24日

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的最新活动 Rebeca

Rebeca 进行了评论,

评论Supporting multiple languages in Help Center

Is there a native way for the system to show when a translation is outdated? 

Just as it works with dynamic content when you change the default language.

查看评论 · 已于 2024年10月24日 发布 · Rebeca

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Rebeca 创建了一个帖子,

帖子 Discussion - Tips and best practices from the community

We want to be able to pin internal guides to the agent workspace to be permanently displayed for agents to follow when handling tickets, regardless of what the user's issue is, for example, best practices or escalation paths.

 

Has anyone done something similar? Thanks :) 

已于 2024年10月21日 发布 · Rebeca

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Rebeca 创建了一个帖子,

帖子 Q&A - Help center and community

Hello Community!

 

We want to improve the way our internal help center is structured to make it easier for agents to find and use the content available.

 

I am curious to learn from others what kind of approach is being used and what good practices/tips you can share.

 

Looking forward to hearing from you! 

已于 2024年9月25日 发布 · Rebeca

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Rebeca 进行了评论,

社区评论 Q&A - AI and automation

Hi! Has anyone tried ChatGPT for Help Center articles translations? I would be interested in knowing more about that.

查看评论 · 已于 2024年8月14日 发布 · Rebeca

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Rebeca 进行了评论,

社区评论 Feedback - Help Center (Guide)

Just wondering if there's any update on this one, as it was highlighted today by someone in the company. Thanks!

查看评论 · 已于 2024年3月11日 发布 · Rebeca

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Rebeca 进行了评论,

评论Getting started with Guide

Hi David,

Thanks for your response. However, I'm having issues finding the information you mentioned.

I have to go to Explore-->Zendesk Guide dashboard-->Search tab-->then I see Searches, searches with no results, Avg click-through rate, and tickets created; but I don't have the option to click on it to get more details.

Please let me know if there's something I'm doing incorrectly. Thank you!

查看评论 · 已于 2024年1月23日 发布 · Rebeca

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Rebeca 进行了评论,

评论Getting started with Guide

Hello!

How can I drill down into the details of tickets created under the Search dashboard?

I appreciate the guidance :) 

查看评论 · 已于 2024年1月22日 发布 · Rebeca

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Rebeca 进行了评论,

社区评论 Discussion - Success with Zendesk

Hi Brandon, thanks for the suggestions.

I gave it a try with content blocks, but it was an immediate no-go for me; unfortunately, when using content blocks, any formatting is removed, and I work with a lot of HTML formatting within the articles.

For now, I think the best option is to create a "general" section and then other sections for the more specific content.

查看评论 · 已于 2024年1月18日 发布 · Rebeca

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Rebeca 创建了一个帖子,

帖子 Discussion - Success with Zendesk

Hi Community,

I know multi-placement for articles is not possible at the moment, so I wanted to see what other users are doing.

I'm creating content for a new feature that has some feature-specific content, but another part of the content is the same as the previous version, so in this case, the multi-placement would be very helpful.

I don't believe simply duplicating the content would be the best option, but I would like to hear from you what you have done in this kind of case.

Thanks! :) 

 

已于 2024年1月16日 发布 · Rebeca

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Rebeca 进行了评论,

评论Working with articles in the knowledge base

This is really cool!

I can see the option is activated in our Admin Center and on the agent workspace, however, I don't see it in Guide. Anything I should check or consider to have this enabled when working on the articles?

Thanks 

查看评论 · 已于 2023年11月08日 发布 · Rebeca

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