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Noelle Cheng

Beigetreten 26. Mai 2022

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Letzte Aktivität 31. Jan. 2025

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KommentarTicket automation and collaboration

Would REALLY like to be able to use our company emails to send side conversations to allow for full private labelling. 

 

 

Kommentar anzeigen · Gepostet 31. Jan. 2025 · Noelle Cheng

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KommentarManaging your email

Hi Kristie Sweeney or Gabriel Manlapig,

 

What about when a requester submits a ticket via the helpcenter? Will this allow for our email address to be the email used when the ticket is created? We really don't want the “domain.zendesk.com” to be on the email used for automatic notifications to the requester when a ticket is opened via the helpcenter.

 

Also, does this now work for side conversations as well? Currently all side conversations are sent using the "domain.zendesk.com" address and it's incredibly frustrating that this happens and we aren't able to fully private label. Thanks!

Kommentar anzeigen · Gepostet 31. Jan. 2025 · Noelle Cheng

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Community-Kommentar Q&A - Tickets and email

Hi Ifra Saqlain  just wanted to see if you had a solution for this. You have been so helpful in the Zendesk community!


Mark Pinfold i tried your suggestion but it is not working. Confirming you add that to CSS? Thanks!

Kommentar anzeigen · Gepostet 25. Jan. 2025 · Noelle Cheng

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Community-Kommentar Feedback - Ticketing system (Support)

Gabriel Manlapig ZZ Graeme Carmichael Is there any update to having the CC field available for nonsigned in users? Also, what is the reason behind not allowing non-signed in users to add a CC? 

Our requests often need the account executive CC'd on them to help manage and track their account requests but if they can't be added that means our agents have to manually identify and add them to the ticket. 

Kommentar anzeigen · Gepostet 21. Jan. 2025 · Noelle Cheng

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KommentarTicket customization

Jennifer Rowe In the below link article it says that object: decimal can have actions to specify a value yet on this article it says it can only be used as a trigger condition and contradicting what was stated in the other article. Are we no longer able to set decimal objects?

 

https://support.zendesk.com/hc/en-us/articles/7313293784218-Object-trigger-conditions-and-actions-reference#comment_8607017450778

Kommentar anzeigen · Gepostet 26. Dez. 2024 · Noelle Cheng

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KommentarCustom data

Jacquelyn Brewer my decimal object is not available for a trigger action. But in the above it indicates we can specify a value for that object type.

 

Kommentar anzeigen · Gepostet 26. Dez. 2024 · Noelle Cheng

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Community-Kommentar Feedback - Ticketing system (Support)

Daniel Ladd do you have the steps for that?

 

Shawna James Is there any movement? Seems like it's a simple enough feature to add into the roadmap.

Kommentar anzeigen · Gepostet 26. Dez. 2024 · Noelle Cheng

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Community-Kommentar Feedback - Ticketing system (Support)

Hi Kirill Akimov,

 

Do you know what value to use for clearing a NUMBER field? Thanks!

Kommentar anzeigen · Gepostet 26. Dez. 2024 · Noelle Cheng

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Community-Kommentar Discussion - Tips and best practices from the community

Everyone Does anyone know how to make it work for multiselect fields? I'm having trouble getting it to trigger for those. This is my code for just script.js and the bolded areas are the other elements that I changed.

 

 

 

// REQUIRE ATTACHMENTS FOR FORM WITH MULTISELECT
$(document).ready(function() {
 // Function to start observing node for mutations
var startObserveMutations = function (nodeSelector, options, callbackFunction) {
var node = document.querySelector(nodeSelector);
if (node) {
  var observer = new MutationObserver(callbackFunction);
  observer.observe(node, options);
 return observer;
 }
};

// Callback function to execute when mutations in form attachments or dropdown are observed: 
// clear or select Attachment checkbox according to dropdown
var mutationObservedForm = function (mutationsList) {
 mutationsList.forEach(function (mutation) {
   if (mutation.type == 'childList') {
     setFormAttachmentCheckbox();
   }
 });
};

// Define some variables for requiring form attachments
var attachmentCheckboxField = 'request_custom_fields_123456789';
var attachmentCheckboxId = '#' + attachmentCheckboxField;
var attachmentErrorNotification = 'Documents selected to be submitted must be attached.';
var formMultiselect = '.request_custom_fields_987654321';
var formObserveMutationOptions = { childList: true, subtree: true };

// Clear or select checkbox according to dropdown and attachments:
// Set Attachment checkbox if no attachments required, or if attachments are required and at least one is uploaded, otherwise clear it
function setFormAttachmentCheckbox() {
 if (isFormAttachmentRequired()) {
   if ($('#request-attachments-pool .upload-item').length) {
     selectCheckbox(attachmentCheckboxId);
   }
   else {
     clearCheckbox(attachmentCheckboxId);
   }
 }
 else {
   selectCheckbox(attachmentCheckboxId);
 }
}

// Return true if dropdown options are selected
function isFormAttachmentRequired() {
 return $(formMultiselect + ' div.hc-multiselect-menu').attr('aria-checked') &&
        $(formMultiselect + ' div.hc-multiselect-menu').text() === 'Selection1','Selection2','Selection3','Selection4';
}

// Select checkbox
function selectCheckbox(eltselector) {
 $(eltselector).prop('checked', true);
}

// Clear checkbox
function clearCheckbox(eltselector) {
 $(eltselector).prop('checked', false);
}

// If attachment checkbox field exists:
//   Select the checkbox if attachment is not required
//   Watch for changes to attachments and dropdown
if ($(attachmentCheckboxId).length) {  
 if (!isFormAttachmentRequired()) {
   selectCheckbox(attachmentCheckboxId);
 }
 startObserveMutations('#request-attachments-pool', formObserveMutationOptions, mutationObservedForm);
 startObserveMutations(formDropdownClass, formObserveMutationOptions, mutationObservedForm);
}

// Adjust attachment error notification
var attachmentErrorElt = $('.' + attachmentCheckboxField + ' .notification-error');
if (attachmentErrorElt.length) {
 attachmentErrorElt.text(attachmentErrorNotification);
}

})

Kommentar anzeigen · Gepostet 24. Dez. 2024 · Noelle Cheng

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Post Q&A - Tickets and email

Hello everyone! Hoping someone has a solution or lend some insight. I have frequently come across an issue where a user sends an email ticket to Group A and then based on Group A's response, will then FORWARD the email to Group B's support email address but the ticket never gets to Group B and stays in Group A. Is there a way so that users can forward a ticket to a new group with out the originating group having to updated the Assignee? This is because sometimes the ticket needs to move to a different group but the current assigned group won't know exactly WHO to send it to based on the requesters resolution preference, if that makes sense. Thanks!

Gepostet 29. Nov. 2024 · Noelle Cheng

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