Add to conversation is not editable.

Beantwortet

23 Kommentare

  • Ifra Saqlain
    Community Moderator
    Most Engaged Community Member of The Year - 2021

    Hey, you can edit that button label ' Add to conversation' on the 'request_page.hbs' template. See here

    <button type="button" class="comment-show-container {{#validate 'body'}}hidden{{/validate}}">
    {{t 'add_to_conversation'}}
    </button>


    {{t 'add_to_conversation'}} remove this and write the text

     

    And 

    console error is showing because you missed to close the quotes ('......') in the first category link JS code.

    See here:

    document.getElementById('cat-........81255').href = 'https://crypto.zendesk.com/hc/en-us/requests/new    // you didn't close the inverted comma and semicolon at the end of link as other links like second.

     

    Thanks

    Team

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  • Lenny
    My screenshot had cut off the close quotes, whoops. They were there.
     
    from script.js:

    We don't want to edit the text in the box, users just can't add any replies to the ticket. 

     

     

    0
  • Ifra Saqlain
    Community Moderator
    Most Engaged Community Member of The Year - 2021

    If you can share your HC URL then I can figure out this issue.

     

    Thank You

    Ifra

    0
  • Ifra Saqlain
    Community Moderator
    Most Engaged Community Member of The Year - 2021

    Let me see :)

    1
  • Donna Fairhurst

    @...

    I am having the same issue as Lenny above (We don't want to edit the text in the box, users just can't add any replies to the ticket.) and found this thread but do not see if there was a resolution.

    Were you able to solve this for Lenny?

    Thank you,

    ~Donna

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  • Ifra Saqlain
    Community Moderator
    Most Engaged Community Member of The Year - 2021

    Donna, if you don't want to add replies of  users then you can comment the script code of this feature, see in the screenshot below:

     

    Or explain more about it, exactly what you want to do with this text box.

    As per my understanding; you don't want to add the text in the box and none of users can add, right? so you can remove the JS code of it.

     

     

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  • Donna Fairhurst

    I believe this is working  now. When I was signed in, I was able reply as a user.  I want my user to be able to reply. I am assuming that reply will be updated for agents in Zendesk so they can see the reply and reply back?

    ~Donna

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  • Ifra Saqlain
    Community Moderator
    Most Engaged Community Member of The Year - 2021

    Do you mean end users couldn't be able to reply back, right?

    As I signed in to your HC theme but I won't be able to edit the text box, right?

    If yes, then you need to check the user role to edit the text-box.

    I mean, what kind of users you want to disable the textbox for?

    For agents or end-users?

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  • Donna Fairhurst

    I want the customer to be able to reply within to HelpCenter. I replied as an end-user but didn't see the ticket updated in my agent area.

    I don't want my agents to have to go into the helpcenter to answer tickets but continue to manage tickets within Zendesk. 

    Is that possible?

    ~Donna

    0
  • Ifra Saqlain
    Community Moderator
    Most Engaged Community Member of The Year - 2021

    Donna, see I have disable the comment box for the agents only for Help Centre but they can manage tickets from the Zendesk.

     

     

    You have the above code in your script file just find and add the condition for the agents

    if (HelpCenter.user.role !== "agent"){

    already have code for comment-container

    }

     

     

    0
  • Donna Fairhurst

    Thank you. All is working as intended for my users to be able to reply within the Help Center.

    ~Donna

     

    0
  • Ifra Saqlain
    Community Moderator
    Most Engaged Community Member of The Year - 2021

    Great :)

    0
  • Holli Kyle

    Hi there - I seem to be having the same problem as mentioned above however the images are broken from the solution so I am unable to troubleshoot using the advice previously given. I want general users to be able to "add to conversation" via the request_page but it is grayed out.

    What can I do to this bit so that users are able to add to the ticket?

            <div class="comment-container">
              <button type="button" class="comment-show-container {{#validate 'body'}}hidden{{/validate}}">
                {{t 'add_to_conversation'}}
              </button>
    0
  • Ifra Saqlain
    Community Moderator
    Most Engaged Community Member of The Year - 2021

    Hi Holli Kyle :),

     

    Do the following:

    I). You can check the user-role. Go to the script.js file and find  '.comment-show-container'.

    if (HelpCenter.user.role !== "agent"){  
    // Wrap you code inside this condition
    }



    Note: You can check the user role, replace 'agent' to 'end_user' or 'admin' or 'anonymous'.



    Currently you have in your script.js file:




    After adding the condition:

     

     

    Let me know if it works for you.

    Thanks

    Team

    0
  • Holli Kyle

    Thank you SO MUCH for the quick response, Ifra!

    I was excited to try the update but for some reason, End Users are still unable to click to "add to conversation".

    I must be missing something?

    0
  • Ifra Saqlain
    Community Moderator
    Most Engaged Community Member of The Year - 2021

    Hi, 

    condition should be:

    if (HelpCenter.user.role=="end_user"){

     

     

    Not

    if (HelpCenter.user.role=="end_users"){
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  • Holli Kyle

    "end_user" is not working for me either :(

    0
  • Ifra Saqlain
    Community Moderator
    Most Engaged Community Member of The Year - 2021

    @Holli Kyle, it should work:

     

     

    Can you share your HC URL?

    Then I can see the bug.

    0
  • Holli Kyle

    Thanks so much for your help. Here is the link: https://knackops.zendesk.com/hc/en-us

     

     

    0
  • Ifra Saqlain
    Community Moderator
    Most Engaged Community Member of The Year - 2021

    Hi Holli Kyle, fix your JS bug at your script.js file at the bottom area, line no. 506

     

    Error:

     

     

    Bug In Your JS File:

     

     

    Fixed JS Bug:



    $(document).ready(function () {

    constticketForm= ("#request_issue_type_select").val();

    if (ticketForm==114098261672) {

    ('.form-field.string.required.request_subject').hide();

    };

    });
    0
  • Holli Kyle

    Thanks for your patience. I've made the update however that has not made a change to the original issue - I am still unable to "Add to conversation" from the requests page :(

    Thanks so much for your persistence in helping with this issue... I hope we are close?

    0
  • Ifra Saqlain
    Community Moderator
    Most Engaged Community Member of The Year - 2021

    Another bug:-

     

     

    I'll solve it, at office yet :)

    0

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