Kate Rowe

Thanks for the quick response @...! We have tried that, but no luck.  Agree that would be much preferable if we had this capability in the platform.

Hi - we are in the process of going live with our Help Centre and were successfully using your fancy box functionality in our draft Theme.

Our stylesheet developer has just upgraded us the Guide templating API V 2 which came out a few weeks ago - and now the fancy box no longer works.  He suggested loading the latest jquery library as the new framework no  longer loads it automatically, but this has not resolved the issue.  Do you have any thoughts on how to make it work ?  here is what we have tried in document_head.hbs. 

src="https://code.jquery.com/jquery-3.4.1.min.js"
integrity="sha256-CSXorXvZcTkaix6Yvo6HppcZGetbYMGWSFlBw8HfCJo="
crossorigin="anonymous">

Hi 

We have another use case for being able to update a user field from a ticket and that is for customer contact phone number. We often don't have a phone for our end users but would like to add a contact number field on the web form for our end users to enter a number in case we need to call them directly.

I cannot see a way of automating an update to their user phone number from a field on the ticket.  Are there any workarounds for this ?

That's +1 from me as well.  It seems very odd that this information is not accessible in the reporting framework. We have quite a number of different email channels and want to report on tickets created via different channels.