Showing predefined answers for custom field values in your Help Center webform

18 Comments

  • Kelly Sofia

    Thanks Andrei! This is ridiculously helpful, and as we're about to go through a major overhaul and restructure of our KB this is something I'll add to the review list. Thanks again! 

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  • Jennifer Rowe
    Zendesk Documentation Team

    Andrei Kamarouski this such a great tip, thank you for sharing it!

    We'll find some place in the documentation to link to this.

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  • Andrei Kamarouski
    Community Moderator

    Kelly Sofia, thx! I am happy to hear it! Feel free to message me if you need some assistance with this tip. We are finishing a version looking exactly like by Lyft (buttons style) but this probably will not be published (too technical thing). :) 

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  • Andrei Kamarouski
    Community Moderator

    Jennifer Rowe thank you! Happy to share the knowledge with Zendesk folks =) 

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  • 蘇 詩婷

    Hi, Andrei

    Thank you for share it!

    I want to try it in our Zendesk but failed, can you please help me to clarify it?

    ・After download the CSV and fill in the answer, should I upload this CSV file to any place?

    ・What I need to do is copy the JASON example you shared and replace the ticketfield ID and tag?

      Do I need to write the answer(text) in here?

    Thanks!

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  • Andrei Kamarouski
    Community Moderator

    Hi 蘇 詩婷

    1. CSV is just needed to get the tags of your field values (avoiding copypasting) and organizing the order of the suggestions in the code. 
    2. You need to replace (1) Field ID, (2) tags and (3) texts for tags-related suggestions. 

    As a result, you should have code with many pieces like this - one per suggestion. 

    <div data-field-tag="FIELD_VALUE_TAG_1">
        Your text
      </div>

    I hope this helps you. :) 

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  • 蘇 詩婷

    Hi, Andrei Kamarouski

    Thanks for the reply.

    Follow your iustruction, I try to create a ticket field with just 4 selections and write the code in template like this (sorry for the Japanese tag), 

    but still there is nothing appeared in our ticket form.

    <div style="display: none; margin-top: 10px" data-element="field-helper" data-field-id="1500001776141">
    <div data-field-tag="課金__エラーが出た">
    エラーコード○○の場合は××で解決できます。
    </div>

    <div data-field-tag="課金__失敗">
    2/19現在アイテム購入において不具合が確認されているのでご不便をおかけしています。
    </div>

    <div data-field-tag="引継ぎ__idが変わらない">
    ゲームのトップ画面で確認できます。
    </div>

    <div data-field-tag="引継ぎ__設定失敗">
    設定の手順は○○です。ご確認ください。
    </div>

    Sorry for bother you again, can you give me some advise?

    Thanks very much!

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  • Andrei Kamarouski
    Community Moderator

    Hi @蘇 詩婷

    Did you add the 2nd part of the script starting with that code too? 

    <script>
      try {

    Anyway, feel free to contact me via widget here so we can have a quick call to fix it. :) 

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  • 蘇 詩婷

    Hi, Andrei Kamarouski

    Yes, I added the 2nd part of the script .

    Thanks for your kind help!
    I will try to contact you via the widget.

    Thanks again.

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  • Andrei Kamarouski
    Community Moderator

    Hi 蘇 詩婷

    I see, Yes, let's chat directly. 

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  • AirDroid

    Hi,

    I have a question, how to add multiple languages for the predefined answers?

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  • Andrei Kamarouski
    Community Moderator

    AirDroid

    You can easily use Dynamic content to show answers in different languages. See this article as an example of doing this in your code. We also have developed a code to show custom ticket field values instead of the ones stored in Zendesk Support - feel free to connect on www.pythia.cc https://support.zendesk.com/hc/en-us/articles/203661426-Changing-your-Help-Center-design-based-on-your-end-user-s-language-Guide-Professional-and-Enterprise-#topic_ex1_qgc_l4b

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  • AirDroid

    @Andrei Kamarouski

    Thank you for your information. it works for me.

    I have another question. Currently, this code only works for only one ticket filed. If I would like them to work for others ticket filed too, what should I do?

    Thanks.

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  • Andrei Kamarouski
    Community Moderator

    AirDroid, we have this working for the case of multiple forms here. https://help.asanarebel.com/hc/en-us

    Contact us if you want to get this solution (we will not publish it). 

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  • AirDroid

    Andrei Kamarouski

    I didn't mean to have this working for multiple forms,  I would like to have this working for only one form but for multiple ticket fields.

     

     

     

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  • Andrei Kamarouski
    Community Moderator

    AirDroid I understand. I meant we have implemented multiple fields support by doing this for the multiple forms use case for the company above. :) 

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  • AirDroid

    Andrei Kamarouski

    How can I contact you to get the solution?

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  • Andrei Kamarouski
    Community Moderator

    Hi AirDroid, I do see your ticket in our Zendesk now - let's proceed with the communication there. 

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