"Add to conversation" not editable for the customer.

Beantwortet

19 Kommentare

  • Simon Boe

    Hey Magda,

    Would it possible for you to inspect your browser console, and send a screenshot of whatever error there might be occurring?

    #helpsome regards,
    Simon Blouner
    Zendesk Consultant @ helphouse.io

    0
  • Magdalena Kuritiak

    Attaching screen:
    I'm using Copenhagen theme, full script on request_page.hbs is unchanged. 

    0
  • Simon Boe

    Hey Magda,

    Your screenshots is of HTML, and not the console. Is that because there are no JS errors in the console?

    Do you have the help center live somewhere, so we can try and inspect in a live environment? :-)

    0
  • Magdalena Kuritiak

    Hi Simon,

    Thank you for coming back.

    The link to HC is here:
    https://globalpoker.zendesk.com/hc/en-us/requests/new

    0
  • Trapta Singh
    Community Moderator

    Hi @...,

    Try removing below code from your script.js file and let me know if that works for you.

    $zopim(function () {
    $zopim.livechat.hideAll();
    });

    Thanks

    0
  • Simon Boe

    Hey @...,

    Did the tip from @... help you out?

    Cause I just tried creating a ticket from you HC, and also tried adding a comment to the ticket from HC, and it worked just fine.

    (Sorry for the inconvenience of a test ticket in you ZD )

    0
  • Magdalena Kuritiak

    Thank you, it looks like it helped!

    0
  • Matt Taylor

    @... Can you confirm what that code does/doesn't do before i remove it?

    We've just implemented live chat and I wouldn't want to break anything.

    Edit: Our issue was caused by a Syntax error on SyntaxError: script.js:112

    On the guide, hit F12 or right click inspect > console > should display a red ! and something like SyntaxError: expected expression depending on the issue.

    I've notified the admin who broke it and we are looking at repairing things:)

    0
  • Brett Bowser
    Zendesk Community Manager

    Appreciate you taking the time to share this with us Matt :)

    Glad you were able to track down the issue.

    Cheers!

    0
  • Trapta Singh
    Community Moderator

    Hi @Matt Taylor,

    I saw your code and it looks like you miss a double quote on line no.5 in script.js after 360019820332. Please add the double quotes and you will be good to go.

    Let me know if this solves your issue.

    Thanks

    Team Diziana

    0
  • Justine -

    Hi there,

    I encounter the same problem, the "Add to conversation" is disabled. 

    @... I don't find the zopim function in the scrip.js file. 

    $zopim(function () {
    $zopim.livechat.hideAll();
    });

    Do you see here what I need to change? 

     

    Thanks in advance! 

    0
  • Trapta Singh
    Community Moderator

    Hi @...,

    It's hard to debug the problem with the screenshot attached. Please check your browser console to confirm if you see any errors there or if you can share the URL of your HC that will be helpful to debug.

    Thanks

    Team Diziana

    0
  • Justine -

    Hi @...,

     

    Thank you for your quick reply!

    Our Guide is available for signed in users : https://support.goodup.com/hc/en-us 

    Is this helpful?

    0
  • Trapta Singh
    Community Moderator

    @Justine, looks like your HC is private. I am not able to see much. Can you share a screenshot of your script.js file from line no. 40?

    Thanks
    Team Diziana

    0
  • Justine -

    Hi @...

    Yes, for signed- in users only (but anyone can create an account :)) 

    Thank you! 

     

    0
  • Trapta Singh
    Community Moderator

    @..., try removing code from line no. 40, 41 and 42 in your script.js file. That should fix the issue.

    Let me know if you will face any issue.

    Thanks, Team Diziana

    0
  • Justine -

    @..., it worked! Thank so much for your help! 

    Have a good day :) 

    0
  • Leonard Yu

    Hi guys,

    I have the same problem that "Add to conversation" is disabled and our customers cannot reply tickets. Here is the screenshot of the Chrome's console:

     

    0
  • Donna Fairhurst

    @...

    The user is not able to "Add to Conversation" as well. 

    I have the "Portal Theme" as live - Copenhagen theme in my account.

    Thank you,

    ~Donna

    0

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