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

10 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

    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 We are finishing a version looking exactly like by Lyft (buttons style) but this probably will not be published (too technical thing).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

    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

    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

    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

    Hi 蘇 詩婷

    I see, Yes, let's chat directly. 

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