Home → Suggestions →

Skip showing the knowledge base confirmation to support team members

• Edit

Troy

03 Apr, 2013 04:05 PM

Screenshot attached. After I've created a private ticket on behalf of one of our customers, I don't need a second confirmation clickthrough page. I could see presenting the KB issues that Tender believes are relevant, just not with an explicit Yes/No choice.

• post.jpg 42.1 KB

1. 1 Posted by Julien on 03 Apr, 2013 06:11 PM

   

   That's a good idea. I'll work on it.

   • Edit

2. 2 Posted by Julien on 03 Apr, 2013 06:39 PM

   

   Actually, Courtenay reminded me that you don't get the FAQ screen when you write a new discussion from the dashboard. We will keep the autosuggest even for staff under other circumstances as it gives a way for staff to check the auto-suggest feature and verify that the suggested articles match the content of the comment.

   • Edit

3. 3 Posted by Troy on 03 Apr, 2013 07:59 PM

   

   Could you clarify what the alternative is to "when you write a new discussion from the dashboard"? That's what I did (admin Dashboard -> Create a Discussion -> fill out form -> get Yes/No).

   Troy

   • Edit

4. 4 Posted by Julien on 03 Apr, 2013 10:45 PM

   

   Hey Troy,

   So that code was there, but not working. I deployed a fix and it should be ok now.

   • Edit

5. 5 Posted by Troy on 03 Apr, 2013 11:03 PM

   

   I would totally: RT @asciithoughts "So that code was there, but not working."

   Seriously, thanks :)

   BTW, this might be up your alley. It's something I've been thinking a
   lot about lately for Papertrail:
   http://troy.yort.com/the-elements-of-a-great-customer-support-reply/

   Troy

   • Edit

6. 6 Posted by Julien on 04 Apr, 2013 05:23 AM

   

   Nice article, and you have a new blog subscriber ;)

   Good night!

   • Edit

7. Julien closed this discussion on 04 Apr, 2013 05:23 AM.