Text line on Ticket Forms?

35 Comments

  • Kay
    Community Moderator

    Dave Foster Could you explain a little further what exactly are you trying to achieve?

    0
  • Dave Foster

    It turns out that all the jquery customizations will in fact work with the updated Templating API v2. After reading a little more into it, I found information to import a jquery library here.

    Thanks for following up!

    0
  • Nicole S.
    Zendesk Community Team

    Glad to hear you got it figured out, Dave!

    0
  • Matthew

    Hello,

    Is there a way to accomplish this within the agent screen?

    Use case: We have different payment programs for our customers depending on specific criteria. We have these broken down in a tree style with yes or no drop downs and there is a chance the customer may not be eligible for that particular program.

    Is there a way to display a message to an agent that would say 'Customer not eligible, please select a different program'?

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  • Gail L
    Zendesk Community Team

    Hi Matthew,

    This is a case where you'd want the decision tree to only offer that program as an option if the customer is eligible, there's not a way to have the text prompt the agent in the way you describe.

    You might want to have agents work off a macro that has notes on the eligibility to call this out to them (like a checklist on a internal note), or have an internal knowledge base article that highlights the eligibility restrictions as an alternative.

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