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Allison Cloyd

已加入2023年11月17日

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最后活动2024年10月10日

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的最新活动 Allison Cloyd

Allison Cloyd 进行了评论,

社区评论 Feedback - Ticketing system (Support)

Yes please, this would be a huge benefit to us as well. 

查看评论 · 已于 2024年10月10日 发布 · Allison Cloyd

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评论Additional ticket channels

Dainne Kiara Lucena-Laxamana is there a way to track pinned articles? We're looking at agent engagement rate and heavily leaning on pinning articles as a method of encouraging agents to use internal knowledge.

查看评论 · 已于 2024年8月09日 发布 · Allison Cloyd

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评论Additional ticket channels

Are pinned articles counted in the linked articles metric, or only in the % Agent engagement rate?

查看评论 · 已于 2024年6月24日 发布 · Allison Cloyd

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评论Using content publishing flows

FYI for anyone else trying to make this work, there's a bug where the list of users articles can be assigned to for review is not properly reflecting the list of users who have edit access.

In Select a team member, type at least two characters to search for an agent, or select an agent from the drop-down list.

You can only assign the article to an agent who has permission to edit the article. If you select an agent who cannot edit the article, you'll see a message indicating that you cannot assign the article to that user.

If you do not see a list of users, your agent role may not have permission to view all users in the account.

 

In my instance all agents are available to be assigned to review an article (including light agents??). No ETA on a fix.
 

查看评论 · 已于 2024年4月18日 发布 · Allison Cloyd

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Allison Cloyd 进行了评论,

评论Ticket management

Is it possible to set whether comments are public or private by role? IE I want support managers to default to an internal comment while agents default to public comments.

查看评论 · 已于 2024年3月29日 发布 · Allison Cloyd

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社区评论Announcements

Interested! :-)

查看评论 · 已于 2023年11月17日 发布 · Allison Cloyd

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