Tarandeep Gohlar

We're using the Copenhagen v1.0.0 theme.

We want to hide the submit a request option from end users and only make available for signed in users who are staff in Zendesk (admins, contributers, light agents).

How can we achieve this?

Update: In January the problem was in Bing searches not showing our custom favicon. This was fixed by crawling and continues to display fine.

I have been notified by colleagues that the problem is now in Chrome.

Update on my previous reply.

This is solved for now, I submitted a ticket to Bing Webmaster support, providing them with the Web addresses for our two help centers and they were able to update the favicon.

I'll report back if the custom favicon defaults back to the Zendesk one.

Voted, we're experiencing exactly the same problem and so far, I have yet to find a solution. For context, our custom favicon works in Google search but not in Bing search.

We have two Brands with knowledge bases on both. The main brand (support) has the Zendesk favicon and the secondary brand (templafyone) has a generic globe icon, screenshot attached showing both icons.

Thanks for your feedback Francesca Roig

I solved the second case with a similar trigger set up as below.


I haven't been able to solved the first case but you've "triggered" me to want to re-visit it again before end of year :)

To make it a native option to add customer facing descriptions to the CC field when enabled for Knowledge base request forms.

This is possible for other Standard fields however when CC is enabled, it is not listed under Standard fields.

I can understand the reason for not allowing a tags column. Which tags would you display if there are multiple tags, how many tags should be displayed in the column etc.

We also have this requirement rather than working across multiple views.

We want to be able to have a column display tags e.g. VIP tag so that the view can be ordered by this too. That way we don't have to have a separate view just for VIP tickets which means agents don't have to juggle multiple views.

I don't understand why a light agent cannot submit a request on the knowledge base and cc in the customer.

While the request is submitted, the cc does not come into the ticket.

Annoying.

I think I found a way to do this, however it still isn't ideal.

Prerequisites:

• Requires the users listed in the dynamic fields to have staff/agent access to Zendesk (can be a light agent for example).
• Requires Zendesk users (those that can submit tickets) to be associated to Organizations.

My example organization looks like below. You can see I am the names CSM and lets assume this field has come from Salesforce.

My example trigger looks like below. When a ticket is created, it's associated with an Organization. The organization has CSM. When a ticket is created and there is a csm, the action will be to add them as a follow.

I did mention it's not ideal.

This is as a result of the prerequisites and the fact that each CSM will need their own trigger. These triggers would need to be updated (CSMs that leave would need to have triggers deleted and new CSMs would need to have triggers created for them).

I would love if this was possible for CC instead of follower where you could add an end user instead rather than it having to make users light agents.

We thought it would be a good idea for our CSMs to be made light agents in Zendesk (to see and add internal comments to tickets should there be a need).

It was recently found that having them as light agents in Zendesk caused problems with ticket submission and ticket update flows and triggers.

Examples:

• CSM submits a ticket - Comes into Zendesk support as an internal comment and therefore triggers will not fire to let them know that a ticket has been logged.
• CSM updates a ticket by sending an email - Comes into Zendesk support as an internal comment and therefore triggers to update the ticket and move it from Pending state to Open state do not fire.

A decision therefore has been made to downgrade them back to End users.

Side note based on our experience: If you are a full agent (paid license), the above limitations are not experiences.